Online Client Advisor Corridonia

Online Client Advisor
Corridonia
Marche, Corridonia

Tradition and innovation declined according to the standards of quality and luxury, here is the vocation of Santoni to the continuous pursuit of excellence.

Since 1975 we are Builders of beauty, with commitment and passion devoted daily to the realization of a project in which we have invested time and love in the culture and the Italian manufacturing tradition.

The secret of success lies in the value of Santoni's people engaged with us and who share our passion and our ethics.

Intelligence, imagination, and intuition guide our strategic choices.

Taste, Generosity, and Grit are the hallmarks of DNA Santoni.

We are looking for a Online Client Advisor to join our digital department; this role will play a crucial role in transforming the customer experience to luxury standards across both e-commerce and retail.

This role will focus on delivering exceptional, personalized service, building long-term relationships with clients, and supporting omnichannel initiatives to create a seamless and high-value customer journey between online and physical stores.

Key objectives include: Ensuring best-in-class service tailored to the needs of Santoni's luxury clientele. Driving customer engagement and satisfaction through proactive and personalized interactions. Acting as a product expert and brand ambassador, enhancing the client journey across digital and physical touchpoints. Responsibilities Customer Engagement: Build long-term relationships with clients by delivering exceptional service, anticipating and meeting their needs;Support clients with personalized recommendations and solutions based on their preferences and purchase history;Proactively manage relationships with VIP and high-value clients;Omnichannel Excellence: Ensure a seamless experience across online and offline channels by coordinating digital and in-store touchpoints, such as virtual appointments, click-and-collect services, and in-store consultations;Collaborate with boutique staff to deliver consistent and personalized experiences for clients engaging across multiple channels;Manage customer inquiries related to online orders, payments, shipments, returns, and exchanges, ensuring a smooth and efficient resolution of issues;Support clients in navigating the online shopping experience, troubleshooting any technical or transactional challenges;Work closely with logistics and e-commerce teams to ensure order fulfillment and service excellence. Product Knowledge: Act as a product expert, guiding clients through Santoni's offerings, including bespoke services like Made-to-Order (MTO) and Made-to-Measure (MTM). Stay up-to-date on new collections, trends, and product details to provide accurate and inspiring advice. Feedback and Insights: Gather and analyze customer feedback to identify areas for improvement and suggest enhancements to the client journey. Work closely with Digital and CRM teams to share insights and contribute to the continuous evolution of the service. Operational Support: Use CRM tools to manage client profiles, track interactions, and deliver personalized experiences. Contribute to the development of workflows and processes that optimize service delivery. Required experience: At least 3-5 years of experience in client service or client advising, preferably within the luxury or premium segment. Exceptional interpersonal and communication skills, with a strong ability to connect with clients and understand their needs. Proficiency with CRM systems (e. g. , Hubspot, Salesforce) and digital tools. Knowledge of luxury retail operations and a deep understanding of high-value customer expectations. Fluency in Italian and English; knowledge of additional languages (especially European) is a plus. Strong problem-solving skills and a proactive mindset.

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