Renaissance Jewel is looking for a Luxury Client Experience Manager to deliver a white-glove concierge experience to our most valued customers. This role is responsible for managing the complete customer journey for VIP clients, ensuring every interaction reflects the standards of a luxury brand.
Key Responsibilities
VIP Relationship Management
Manage all communication with assigned VIP customers.
Build and maintain long-term customer relationships.
Understand customer preferences and maintain detailed CRM records.
Schedule consultation calls.
Conduct quarterly relationship check-ins.
Send milestone and anniversary greetings.
Identify future purchasing opportunities.
Luxury Sales Advisory
Understand customer requirements.
Recommend suitable diamonds and jewelry.
Explain the Four Cs.
Guide customers through custom jewelry projects.
Assist with design decisions.
Present premium upgrades.
Upsell complementary products.
Close sales prospects.
Concierge Order Management
Confirm customer specifications.
Coordinate CAD approvals.
Track production progress.
Coordinate gemstone sourcing.
Provide proactive progress updates.
Arrange shipping and confirm delivery.
Ensure post-delivery customer satisfaction.
Customer Advocacy
Represent VIP customers internally.
Coordinate with Production, CAD, Logistics, Quality Control, Customer Support, and Finance.
Ensure customer commitments are fulfilled.
After-Sales Excellence
Manage ring resizing, repairs, warranty requests, exchanges, upgrade programs, insurance documentation, and jewelry care education.
Follow every customer case through to completion.
Customer Retention
Drive repeat business through personalized engagement.
Recommend jewelry for anniversaries, birthdays, weddings, holiday gifting, family jewelry, matching sets, and other milestone occasions.
Referral Development
Generate referrals from existing customers, friends, family, wedding pla