Client Experience Specialist

Overview

Richemont is a global luxury goods group that houses distinguished maisons across jewellery, watchmaking and fashion. The organisation is recognised for its stewardship of heritage craftsmanship, client-centric retail experiences and a network of international boutiques. As an employer it emphasises professional development, cross-brand mobility and high standards of service and discretion.

Role & Responsibilities

• Serve as the first point of contact for clients arriving at the SoHo boutique, delivering a discrete, highly personalised welcome.
• Manage client appointments and schedules, coordinate in-person and virtual consultations, and execute timely confirmations and reminders.
• Maintain and update client records in the CRM; log all client interactions, preferences and follow-up actions to support clienteling.
• Handle inbound client communications by phone and email, triaging requests, escalating to sales or management as required.
• Support the sales team with pre- and post-sale client care including order follow-up, delivery coordination and service bookings.
• Assist with boutique events, private appointments and VIP visits, including logistical coordination and on-site guest management.
• Operate POS and administrative systems as needed; prepare paperwork, maintain confidentiality of client data and ensure compliance with boutique procedures.
• Collaborate with visual merchandising and operations teams to ensure the boutique environment reflects brand standards and is guest-ready.

Qualifications

• Exceptional interpersonal skills with a demonstrable commitment to discreet, high-touch client service.
• Strong organisational aptitude and the ability to prioritise competing requests in a fast-paced retail environment.
• Excellent written and verbal communication, including professional telephone manner and email correspondence.
• High level of discretion and professionalism when working with high-net-worth clients and sensitive information.
• Flexibility to work a retail schedule, including evenings and weekends as required for events and VIP appointments.
• Proven ability to work collaboratively across cross-functional teams while taking individual ownership of client service tasks.

Skills

Experience

Minimum of 2 years' experience in luxury retail, boutique operations, hospitality or a client-facing role serving high-net-worth customers; prior boutique or concierge experience preferred.

Education

High school diploma or equivalent required; Bachelor's degree in hospitality, communications, business or a related field preferred.

Culture

Richemont cultivates a culture of craftsmanship, discretion and client obsession across its maisons. The workplace values refined service, collaborative problem-solving and opportunities for cross-brand learning within an international luxury network.