Client Coordinator

Client Coordinator

As true Ambassador of the House within İstanbul İstinye Park Fashion boutique, you ensure the ultimate experience in our Fashion boutique throughout the client journey. The Client Coordinator mission is to fully embody the CHANEL relational promise within the boutique by providing to all clients an unique & singular experience entering in İstanbul İstinye Park Fashion Boutique. Based on the different moments of the client journey, you will have a strong impact on:

Welcome: personalized & warm

• Client recognition & personalized welcome – especially of TOP clients (incl. International Hospitality coordination)
• Ease & dispatch the flows depending on client profile (sav, rdv, top clients) & introduce clients to a welcome area
• Development of a professional and reliable hostess team in close collaboration with the Hostess agency
• Guarantee optimal use of queue management system & coordinate appointments allocation between Online appointment booking and personal appointments taken by the Fashion Advisors
• Monitor LES RDV mode: brief the team every morning, track attendance & purchase - open rdv based on boutique needs and attribute existing rdv based on presence
• Support the deployment of new CX projects/apps to improve client experience in boutique

During: unique & surprising

• Introduce the boutique storytelling (while hostess takes client information) and introduce the different areas of the boutique, to make them feel free to ask any question until a fa is available
• Create the link with other team members such as with boutiques managers in case of client litige; with tea lady (whatsapp to tea lady & EasyBoutique)
• Ensure the best boutique atmosphere: adjustment with VM team, temperature, music, beverages
• Coordinate with sales manager to feed the gaps if necessary (FA unavailability, avoid any leave of client unaccompanied etc…) partnering with the FA to ensure smooth flows in the boutique and optimal client experience

Farewell: memorable now & forever

• Ensure all clients are accompanied to the exit, call taxis if needed
• Farewell word to monitor satisfaction of the visit + monitor after sales survey and follow-up with the team
• Take care of deliveries to the clients if needed
• Birthdays management: list checking with fashion advisors
• La bulle support: weekly priorities reminder & time slot coordination to support sales manager
• Events coordination support: targeting/client identification, event organisation support & follow-up together with marketing manager
• Client experience ambassador: pulse index, voc, google reviews monitoring, access to google reviews to be able to answer to clients and tackle critical cases

- 1 morning brief per month to be animated (successful client stories, black & white pearls)

- Double reporting to İstanbul İstinye Park Boutique Manager & Client Marketing Manager

Profile

Client and service-oriented, previous experience in the Retail or hospitality industry (luxury hotels) would be greatly appreciated. Soft skills above all:

• Emotional & situational intelligence
• Solution driven with common sense
• Eye for detail & good memory (client recognition)
• Ability to handle stressful situations with grace & flexibility
• Energized by human interactions & empathetic
• Genuine service mindset
• Not a hotel concierge (no management of special requests, no restaurant bookings…)