Client Development Specialist | Feature AZ

Job Description

Job Description

COMPANY DESCRIPTION:

FEATURE has provided iconic, limited-edition footwear, high-end apparel, and accessories for over a decade. Starting as a small sneaker store in Chinatown near the Las Vegas strip, we took a passion for sneaker culture and turned it into a movement of art + fashion, cultivating premium menswear from all over the globe. We’re home to over 120 of the most exclusive top-tier brands, from Nike and Stone Island to Off-White and Comme des Garcons, including our private-label brand of essential cut and sew apparel. At FEATURE, we’re in a never-ending pursuit of the latest and greatest niche brands. We are constantly evolving while offering some of the most exclusive, limited-release products globally. We are now rapidly expanding with the success of our online store, our flagship location at Wynn Las Vegas, our original store in Chinatown, our location in Calabasas, CA, and our new location in Scottsdale, AZ.

CLIENT DEVELOPMENT SPECIALIST SUMMARY:

The Client Development Specialist is integral to FEATURE’s success, as they are responsible for creating and maintaining genuine relationships with clients. This full-time position will be responsible for embodying and translating the FEATURE DNA of ‘All Things Good’ into their everyday interactions with customers, knowledge on products, and overall passion for FEATURE. In this role, the Client Development Specialist will be accountable for tailoring a unique FEATURE experience to clients, and guide them as they visit our retail locations. Other day-to-day duties include but not limited to client communications, outreach initiatives, customer service, and brand awareness. Time allocation is estimated as:

• 50% Sales & Tasking
• 45% Clienteling
• 5% Product Knowledge

RESPONSIBILITIES:

50% Sales & Tasking

• Be present on the sales floor primarily during peak hours and with high-profile clients
• Offer special wardrobe + other services to high-profile clients visiting the store
• Communicate with management via Asana to secure client-requested products, invoices, in-store cashouts + ship outs
• Create/save client data within our CRM software to maintain important client information

45% Clienteling

• Acquire new clients to build a strong client book
• Discover clients in person and through outreach to better serve their shopping habits
• Spend allotted time to actively log all outreach conversations, notes, and client data within the CRM software
• Outreach to new and existing clients to maintain genuine relationships by sending product photos, and setting up appointments and invoices.
• Sharing lookbooks for the latest launches and client requests, as well as requesting product transfers for established VIP clients
• Attend weekly touch-base meetings with management to discuss sales, KPIs, clients, and opportunities

5% Product Knowledge

• Stay up to date with trends, releases, and all FEATURE brands through social media, the FEATURE website, and product knowledge trainings
• Tell stories about the history of different brands and other interesting details
• Try on the brands in order to provide personal testimonies to current and potential clients
• Craft personalized wardrobes for clients through brand knowledge and how they tend to fit

KEY HOLDER RESPONSIBILITIES:

In the case that coverage is needed, you will be asked to do the following but not limited to...

Be the Opening or Closing Manager for the Day

Since you have your own store key, you will need to be the opening or closing manager on the days that they are off or scheduled to be the manager for the opposite half of your shift (You’re opening, while the Store Manager is closing). This will also entail the duties needing to be completed for said shift like Opening the cash register, Making the EOD, or the Breaksheet. This will ultimately depend on the shift you’re scheduled to work. There are many other things you will need to do that fall under this umbrella of responsibility.

Oversee Returns or Exchanges if a Manager is not present

Returns and exchanges must be done by management only. If there is no upper management then the responsibility will fall onto the Key Holder. The same rules apply which is why the Key Holder must be aware of the policy and be able to reject or deny customers if their return does fall within our policy.

Project overseeing and Task Management Delegated from Management

During store hours, the Key Holder will be responsible for holding the Sales Associates or Inventory Specialists accountable for work that needs to be completed. This is a way for us to maintain our day-to-day tasks by making sure everyone is on task and not being distracted from their work.

Working with New Hires After Initial Training

After the initial training period, the Key Holder will be responsible for following up with the new hire after the trainer has completed the training process with them. You will be their go to person to help assist them with any questions or issues that may arise, as well as perform the 30/90 day quiz with them and follow up on their new hire checklist on Asana.

MEASURES OF SUCCESS:

• Excellent interpersonal communication, problem-solving, and organizational skills
• Develops long-lasting relationships with clients
• A passion for results and creativity, fashion, and the FEATURE brand
• Ability to adjust priorities accordingly
• Thrives in a fast-paced environment
• Willingness to adapt to different business strategies
• Excellent storyteller and problem-solver
• Leads by example in a group setting
• Extreme attention to detail

JOB REQUIREMENTS:

• Minimum of 2-3 years of retail sales and/or client service experience
• Background working in a customer-focused environment
• Customer service experience in-person, via phone, and through other electronic communication
• Highly motivated and able to work independently and as part of a team
• Self-starter with the ability to thrive and be productive in a fast-moving environment

METRIC EXPECTATIONS

Monthly sales, outreach, goals, and conversion efforts are measured through the CRM software and Shopify. Management refers to the following monthly metric expectations.

Metrics:

• Store Sales Goal + Outreach Sales/Invoices : 30%
• Outreach Sales: $15k+ (Non-Releases) via CRM software
• New Client Acquisitions : 5+ monthly
• Outreach: 400 Text/Emails via CRM software
• Client Data Capture: 85%

Perks:

• Medical/Dental/Vision/401K benefits to fit your needs
• Employee Discounts on FEATURE Products
• PTO Policy
• A positive and supportive team to work with