About this role
ROLES & RESPONSIBILITIES
1. Luxury CX Strategy & Brand Experience
Own and safeguard the luxury brand experience across all touchpoints—boutique, private appointments, digital, and after-sales. Translate brand DNA (heritage, craftsmanship, exclusivity) into refined, consistent, and highly personal service behavior.
2. High-Touch Customer Journey Design
Design and optimize end-to-end luxury journeys, from first visit to repeat purchase and VIP advocacy. Curate meaningful moments of delight and ensure seamless transitions between online inquiries, boutique visits, and after-sales care.
3. Clienteling & Relationship Management
Set and oversee clienteling standards, including CRM usage, customer profiling, and purchase history tracking. Define VIP and HNW client protocols (private previews, early access, concierge services) to drive repeat purchases, cross-selling, and long-term client value.
4. Boutique Service Excellence
Establish and enforce luxury service SOPs covering greetings, consultations, product presentation, and closing etiquette. Ensure advisors lead with storytelling rather than price, supported by regular boutique walk-throughs, service audits, and mystery shopping.
5. Staff Training & Luxury Etiquette
Train and coach boutique teams on luxury hospitality standards, emotional intelligence, discretion, and body language. Upskill advisors in objection handling without discounting or over-selling, especially when engaging high-net-worth clients.
6. Complaint Recovery & Reputation Management
Personally manage high-value customer complaints and escalations, turning service issues into loyalty-building moments. Monitor and protect brand reputation across reviews, social media, and private feedback channels.
7. Omnichannel Luxury Experience
Ensure a consistent luxury tone and service standard across WhatsApp, Instagram DM, email, website, and in-store. Define response-time and communication guidelines that feel attentive, not mass-market, and integrate online leads into boutique clienteling workflows.
8. CX Analytics for Luxury Retail
Track and analyze key luxury CX metrics such as Repeat Client Ratio, AOV by client tier, VIP retention, and NPS among top spenders. Use insights to continuously refine service strategy and experience design.
9. Loyalty, Membership & Private Experiences
Develop tiered loyalty or membership programs aligned with exclusivity. Curate private events such as trunk shows, private viewings, and collector dinners, in close collaboration with Marketing.
10. Continuous Luxury Experience Improvement
Stay aligned with global luxury service benchmarks and trends. Introduce subtle service innovations while ensuring business growth never compromises brand prestige.
REQUIREMENTS
Bachelor’s degree in Business, Hospitality, Marketing, or a related field
Formal training in luxury retail, hospitality, or customer experience is a strong advantage
Minimum 5–8 years of experience in luxury retail, premium hospitality, or high-end service environments
At least 2–3 years of experience in a managerial or supervisory role overseeing service standards and frontline teams
Proven track record in managing high-value customers, VIP clients, or high-net-worth individuals
Demonstrated experience in omnichannel retail environments, including boutique operations, online sales, CRM systems, WhatsApp, and social selling platforms
Strong understanding of clienteling, personalized service, and relationship-driven sales models
Excellent communication, leadership, and stakeholder management skills