Role Purpose:

A multidimensional role, combining client account management with proactive sales. Offering an exceptional tailor-made service to a broad range of high net worth and high profile corporate and private clients.

Reports to:

Concierge gifting Manager and Team Leader

Key interfaces:

The role holder will interact with multiple parties across the company including Fortnum’s Management Group, and other business leaders. Confident in speaking to clients over the phone, email, and in person to drive sales to the Concierge overall target.

Key Accountabilities:

*       Managing client accounts and develop strong client relationships. Have a passion for sales and an understanding of how to convert a prospect to a sale.

*       Proactively approach clients over the phone to obtain new sales.

*       Place regular orders for new and existing clients.

*       Work on upselling to clients to increase overall spend.

*       Monitor orders from start to finish to ensure delivery was successful.

*       Respond to new client queries in line with SLA’s.

*       Represent the brand at networking events.

*       Create proposals for client gifts according to their requirements.

*       Maintain relations with clients by reaching out weekly.

*       Liaise with buyers, merchandisers, and logistics teams to accommodate orders.

*       Demonstrate high levels of organisation and time management.

*       Execute market research to inform decision making.

*       Update your manager on business performance, new initiatives, and other pertinent issues.

*       Ensure adherence to company policies, controls, and standards.

Key Performance Indicators:

*       Create and deliver an extraordinary customer experience, meeting targets set by manager.

*       Maintain strong relationships with clients.

*       Complete client call sheet by set dates,

*       Participate in team engagement.

*       Manage Customer complaints and customer feedback and act accordingly.

*       Collate & discuss existing client engagement with manager daily to identify risks & opportunities alongside actions.

Key Behaviours:

*       Always demonstrates key teamwork qualities.

*       Lead and inspire to deliver the business goals daily.

*       Solid interpersonal and communication skills

*       Ability to build and nurture relationships with clients as well as across all areas of the business.

*       Ability to involve the right people at the right time.

*       Ability to think quickly and rationally to ever-changing situations.

*       Demonstrate the desire and curiosity to become an expert within your role and the wider business.

*       Convey a positive outlook and approach, even in stressful situations. able to remain calm and find the correct solution.

*       Demonstrate a sense of urgency in acting and executing tasks.

*       Confidence when speaking with clients over the phone, email and in person.

Role Specific Criteria (Experience/Behaviours/Technical Ability)

We expect the successful candidate to have the following skills and experience:

*       Excellent Microsoft office and technology skills.

*       Sales and Customer Service experience

*       Excellent communication skills, a resilient and can-do attitude,

*       Excellent time keeping and prioritisation.

*       Knowledge of tools and systems used within a Sales and Customer Service departments would be preferential. Specifically, Zendesk and Microsoft D365

*       An ability to challenge, always build credibility with a wide range of audiences and work with integrity/confidentiality.

*       This is a hybrid role so the ability to work independently is essential.

*       Flexibility in work hours and shifts. The department is open Monday-Friday 9am-6pm. During the busy period there may be additional hours required to ensure workload is completed.