Client Experience Manager (Jewellery Retail)
Your tasks
We are seeking an experienced Client Experience Manager to oversee client experience, service quality, jewellery craftsmanship knowledge, customization services, and sales team development. The successful candidate will play a key role in delivering personalized service to VIP and high-net-worth clients while enhancing customer satisfaction, sales performance, and long-term client relationships.
1. Client Experience and Relationship Management
- Manage in-store client experience and service quality, including serving VIP, high-net-worth, and key clients.
- Understand clients’ purchasing needs, design preferences, budgets, and craftsmanship requirements to provide professional product recommendations and purchasing advice.
- Follow up on client feedback and after-sales needs to improve service processes, customer satisfaction, repeat purchases, and long-term client value.
2. Jewellery Craftsmanship and Customization Services
- Apply knowledge of jewellery collections, gold materials, traditional gold craftsmanship, production processes, and product care.
- Explain product features, craftsmanship, design outcomes, and production requirements to help clients select suitable jewellery and customization options.
- Guide the sales team in product knowledge and craftsmanship, ensuring accurate communication of product value and professional handling of client enquiries.
3. Sales Development, Team Coaching, and Service Improvement
- Demonstrate client needs analysis, product recommendations, craftsmanship explanations, and sales closing techniques to support sales consultants in identifying and converting sales opportunities.
- Coach team members through on-the-job guidance and case reviews to strengthen their service standards and sales capabilities.
- Drive high-value orders and customized jewellery sales by leveraging product expertise and traditional gold craftsmanship knowledge.
- Work with the Store Manager and relevant teams to review sales performance, client feedback, and service issues, and improve customization coordination, after-sales follow-up, and overall store performance.
Requirements
- Minimum 10 years of relevant working experience in the jewellery retail industry, with demonstrated expertise in client relationship management, jewellery craftsmanship, customization services, and sales team coaching.
- Familiarity with jewellery products, gold materials, and traditional gold craftsmanship, with the ability to explain product features and apply relevant technical knowledge.
- Experience in serving high-end clients, managing VIP client relationships, and providing personalized jewellery customization services.
- Excellent client communication, sales, needs analysis, and team coaching skills.
- Ability to leverage professional product knowledge to enhance customer experience and improve sales conversion.
- Strong interpersonal, coordination, and problem-solving skills.