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 opportunities.
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 planners, and corporate executives.
CRM Management
- Maintain complete and accurate CRM records, including:
- Customer preferences
- Ring sizes
- Diamond preferences
- Metal preferences
- Special dates
- Purchase history
- Future opportunities
- Family details (where voluntarily shared)
Luxury Brand Experience
- Deliver a consistent luxury customer experience through: