Join the global team

As a Client Advisor, you will be the key point of contact for F+R’s most valued customers, offering expert guidance and exceptional service throughout their fine wine and spirits journey.

You will support the Sales Director, Asia by assisting in client engagement, order processing, and fulfilment, while contributing to the sales pipeline planning and customer service excellence.

This role will be measured and remunerated on service metrics, quality of communication, resolution of tickets around key accounts, and working to deliver a consistent and exceptional brand experience for F+R’s most valuable customer segments.

KEY RESPONSIBILITIES

• Execute client offers and service initiatives, as well as onboarding journeys, ensuring alignment with individual customer goals and standards.

• Deliver a consistently exceptional experience for key accounts by maintaining expert knowledge of service protocols, customer segments, and fine wine and spirits.

• Act as a trusted advisor and brand ambassador, educating customers and providing tailored recommendations based on their preferences and objectives.

• Communicate proactively and professionally with clients on orders, offers, and fulfilment timelines, ensuring timely updates and first–contact resolution.

• Manage and escalate complex issues appropriately while maintaining a strong focus on customer satisfaction.

• Generate accurate reports on customer interactions, sales performance, and service metrics, providing actionable insights to management.

• Collaborate cross-functionally with Sales, Marketing, Logistics and Customer Experience teams to ensure seamless and aligned client experiences.

• Support the execution and optimisation of marketing and sales campaigns, contributing feedback on performance and customer response.

• Profile customer types (e.g., enthusiast, collector, investor) to inform service personalisation and commercial strategy.

• Uphold a culture of innovation and continuous improvement in customer service delivery and internal processes.

PERSON SPECIFICATION

• Proven track record of achieving and sustaining high commercial performance in a sales-focused environment, with a tenacious and enterprising outlook.

• Demonstrates ownership of personal and professional growth, with a strong learning mindset and ambition to develop expertise (e.g. WSET Level 3 or above or currently studying).

• Strong knowledge of fine wine and a genuine passion for the industry,

• Highly proficient in analysing and interpreting data, providing insights, experience, and advanced capability in reporting suites (Power BI) and data analysis (Excel).

• Functional experience working with CRM systems (Hubspot would be advantageous).

• Excellent communicator and collaborator, able to work cross-functionally at all levels with strong relationship-building skills.

• Strong attention to detail and a logical and methodical approach to problem-solving.

• Ability to thrive in a fast-paced sales-focused environment.

• Fluency in English and either Cantonese or Mandarin is essential; proficiency in all three languages is highly desirable.

This job description is not intended to be an exhaustive list of duties to be performed by the post holder and may be altered to reflect the business needs of the company.

Email careers@frw.co.uk to apply