VIP Client Services Assistant

This is an exciting opportunity for a super-efficient, flexible, resilient, and proactive Client Services Assistant to support our dynamic VIP Sales Executives as part of our successful and growing VIP Sales Department. This role is primarily based over a Monday to Friday rota system, with some ad hoc flexibility for weekend support as required, dependent upon the clients\’ needs.

Administrative Support to Senior Sales Team and VIP Sales Executives:

• Maintain regular communication with VIP clients, maintaining a good rapport and professional tone at all times.
• Scheduling of appointments, setting up and clearing stock, providing a welcome, and offering refreshments.
• Supporting and facilitating the sales process on the shop floor, including till transactions, locating stock, making selections, and recommendations quickly and efficiently.
• Timely packing and despatch of all stock once sold, ensuring safe receipt by the client and appropriate follow-up.
• Correct processing of all approvals, overseeing the entire process from beginning to end.
• Book all couriers, shipments, and returns in communication with the DSML Concierge Team and keeping the clients fully updated throughout.
• Oversee all overseas clients\’ mail orders.
• Keep the database of client details updated and correct, as well as record all key dates such as birthdays, anniversaries, and religious holidays.

Customer Service and Sales:

• Maintaining My Floor, My Shop standards every day, embodying DSM Values, and acting as Brand Ambassador for the store at all times.
• Ensuring exceptional levels of customer service at all times, ensuring a smooth sales process from start to finish.
• Work in close partnership with the rest of the team in store to ensure a coordinated approach.
• Act as main point of contact for general VIP enquiries.
• Confidently manage the customer database and forecasting future purchasing trends based on current purchasing history.
• Dealing with a wide range of customers, ranging from stylists and personal shoppers, to tourists, students, walk-ins, as well as other fashion organisations, VIP clients, etc.
• Ensure product is transferred promptly as required.
• Communication of key launches and adherence to process in driving launches with VIP group.
• Keeping up to date with all relevant brands and trends each season and advising customers accordingly on stock availability at DSM.
• Maintaining a Customer book of key customers and VIP\’s.

Requirements:

• Excellent written and spoken communication.
• Retail sales and expertise within a luxury business.
• Specific understanding of the Comme des Garcons Fashion House, aesthetic, consumer, and sub-brands.
• Specific understanding of all collections and stock availability at DSM.
• Client book of potential New Business for DSM.
• Strong communication skills, both written and verbal.
• Multi-disciplined, multi-tasker.
• Competent in using Microsoft Office, including Excel.
• Extensive knowledge of Retail Pro.
• Strong numerical skills.

Attitude:

• A highly motivated and competent individual able to converse with all levels both internally and externally.
• A total self-starter able to set the standard by their own professionalism and attitude.
• Energetic, self-motivated, and organised.
• Flexible with working hours and a can-do attitude to get the job done, ensuring absolute client satisfaction.
• Proactive, able to multi-task, and work well under pressure within a highly fast-paced environment.
• Ability to identify problems and implement appropriate solutions.

About: The original Dover Street Market was first opened in Mayfair in 2004. Since then, six other Dover Street Market stores have opened: Ginza (Tokyo), New York, Singapore, Beijing, Los Angeles, and most recently Dover Street Parfums Market in Paris.

Benefits:

• 20 days holiday plus Bank Holidays, increasing with each year of service up to 5 additional days.
• A generous Clothing Allowance.
• Up to 60% Employee Discount.
• Access to RetailTrust, our Employee Assistant Programme.
• Free extended access to Headspace for mindfulness and meditation.
• 24/7 Access to our VirtualGP service.
• Cyclescheme and Eyecare Vouchers.