Client Experience Coordinator

Overview

A premium luxury fashion house within the global luxury sector, known for meticulous craftsmanship, heritage-led design and an uncompromising focus on personalised client relationships. The employer operates within an international retail and wholesale network, delivering elevated experiences across boutiques, e-commerce and private client services.

Role & Responsibilities

• Serve as primary point of contact for client enquiries across phone, email and in-person channels, delivering discreet, high‑touch service to VIP and regular clientele.
• Manage client appointments, private viewings and in‑store experiences; coordinate schedules between sales associates, boutique management and external stakeholders.
• Maintain and enrich CRM records (client profiles, purchase history, preferences); ensure data accuracy and CRM hygiene to enable targeted clienteling.
• Support sales activities including order processing, follow‑up on deliveries, returns management and liaison with logistics and after‑sales teams.
• Prepare sales and client reports, track KPIs and contribute insights to drive retention and personalized outreach campaigns.
• Coordinate the execution of client events, product launches and gifting programmes in collaboration with marketing and store teams.
• Resolve client issues promptly and escalate complex cases to boutique or regional management while safeguarding brand standards.

Qualifications

• Proven track record in client services, clienteling or luxury retail—ideally within fashion, jewellery or high‑end hospitality.
• Exceptional interpersonal skills with a service‑oriented mindset and meticulous attention to confidentiality and discretion.
• Strong organisational capability with experience managing simultaneous client requests and complex appointment schedules.
• Comfort with numeric tasks and basic sales administration; meticulous attention to detail in order handling and documentation.
• Flexibility to work retail hours, including weekends and evenings, when required.

Skills

Experience

Mid‑level experience: typically 3+ years in client services, clienteling or luxury retail environments, with demonstrable exposure to VIP service and CRM management.

Education

Bachelor’s degree preferred, or equivalent professional experience in luxury retail, hospitality or client services.

Culture

The workplace emphasises discretion, refinement and relentless attention to client satisfaction. Teams are collaborative and internationally oriented, with a strong emphasis on craftsmanship, personal development and delivering signature luxury service.