Client Experience Coordinator

Overview

Richemont is a leading Swiss luxury goods group comprising multiple maisons across jewellery, watches, leather goods, writing instruments and fashion. As an international employer, Richemont places emphasis on craftsmanship, heritage, and an uncompromising commitment to service and quality, offering employees the chance to work with some of the most prestigious brands in the luxury sector.

Role & Responsibilities

• Coordinate and manage client appointments, VIP bookings and in-person consultations at the Fontainebleau Las Vegas location.
• Deliver exceptional, personalised service to high-net-worth clients across all touchpoints, ensuring a seamless guest journey from initial contact to post‑sale follow-up.
• Maintain and update client records in the CRM, capturing preferences, purchase history and service actions to support clienteling efforts.
• Liaise closely with sales advisors, store management and concierge teams to prioritise and fulfil client requests, including special orders and bespoke services.
• Support in‑store activations and private events by managing guest lists, invitations, on-site logistics and client communications.
• Coordinate shipping, returns and after‑sales requests in accordance with brand policies and compliance standards.
• Prepare daily client reports and handovers for leadership; ensure adherence to brand presentation and service protocols during the assignment.

Qualifications

• Proven excellence in client service with discretion and professionalism when working with high-net-worth individuals.
• Strong organisational skills with the ability to prioritise competing requests under time pressure.
• Effective verbal and written communication skills and polished phone etiquette.
• Proficiency using CRM systems and common office software; meticulous attention to client data accuracy.
• Flexibility to work evenings, weekends and during special events as required for a retail/hospitality environment.
• Ability to represent luxury brand values and visual/service standards consistently.

Skills

Experience

Minimum of 2 years' experience in luxury retail, high-end hospitality, or a client-facing role supporting VIP clientele; prior exposure to CRM-driven clienteling and event support is strongly preferred.

Education

High school diploma or equivalent required; bachelor's degree in hospitality, business, retail management or a related field preferred.

Culture

Richemont cultivates a collaborative, client-centred culture rooted in craftsmanship and brand heritage. The organisation values discretion, attention to detail and cross-disciplinary collaboration, offering employees exposure to iconic maisons and high-touch luxury service environments.