Customer Relationship Assistant

Overview

Montblanc is an international luxury maison renowned for its writing instruments, leather goods, timepieces and accessories. As part of the Richemont group, Montblanc combines artisanal craftsmanship with contemporary design and serves a global, high-net-worth clientele.

Role & Responsibilities

• Support day-to-day client relationship management and active clienteling for the São Paulo market, including VIP clients.
• Maintain and update client records within the CRM, ensuring data accuracy and segmentation for targeted communications.
• Manage inbound client enquiries across phone, email and in-person channels, ensuring timely and polished responses.
• Coordinate appointments, private viewings and bespoke service requests in collaboration with retail and after‑sales teams.
• Process orders, returns and after‑sales follow-up, liaising with logistics and service partners to ensure an exceptional client experience.
• Prepare personalised client communications, invitations and follow-up messages to drive repeat business and loyalty.
• Produce regular reports and dashboards on client activity, sales opportunities and retention metrics for the management team.
• Support in-store events and client hospitality initiatives, ensuring high standards of presentation and discretion.

Qualifications

• Proven customer-facing experience, preferably 1–3 years in luxury retail, clienteling or premium customer service.
• Strong verbal and written communication skills, with an aptitude for personalised high-touch service.
• High attention to detail and discretion when handling client information and VIP interactions.
• Organisational skills with the ability to manage multiple client requests and priorities under tight timelines.
• Proficiency with CRM systems and MS Office; experience with data entry and basic reporting.
• Tertiary education in business, marketing, hospitality or a related field is preferred but not mandatory.

Skills

Experience

1–3 years of professional experience in luxury retail, client services, or clienteling; demonstrated familiarity with CRM tools and VIP client interactions is preferred.

Education

High school diploma required; tertiary qualification in business, marketing, hospitality or a related discipline preferred.

Culture

Montblanc fosters a culture of craftsmanship, precision and client-centric service reflective of its luxury heritage. The workplace values discretion, attention to detail and collaborative teamwork across retail and corporate functions.