Job Descriptions:
Digital Customer Relationship Management
● Own the end-to-end digital customer journey (WhatsApp, Instagram DM, website leads,
CRM)
● Ensure every interaction reflects luxury tone, discretion, and personalization
● Act as primary escalation point for high-value digital clients
Luxury Digital Sales Enablement
● Lead and coach digital sales / client advisors on consultative, relationship-led selling
● Ensure strong product storytelling, not price-driven selling
● Improve conversion rate, AOV, and repeat purchase from digital channels
Customer Retention & Loyalty
● Develop strategies to increase repeat purchase and customer lifetime value
● Oversee post-purchase follow-ups, service recovery, and relationship nurturing
● Support VIP clients with private previews, early access, and concierge-style service
CRM & Clienteling Excellence
● Ensure disciplined CRM usage: profiling, purchase history, preferences, follow-ups
● Segment customers (VIP, repeat, new) and define engagement playbooks
● Translate customer insights into targeted retention actions
CX Performance & Insights
● Track key success metrics: repeat rate, retention, response time, NPS, digital CSA
● Identify friction points in the digital journey and drive continuous improvement
● Partner with Marketing and Retail teams to align campaigns and customer experience
Requirements:
● Bachelor’s degree in Business, Marketing, Hospitality, or related field
● 5+ years experience in luxury digital sales, customer success, or premium service
● Proven experience managing high-value or VIP customers digitally
● Strong understanding of luxury communication, etiquette, and relationship
management
● Hands-on experience with CRM, WhatsApp selling, and social commerce
● Commercial mindset with ability to link customer success to revenue and retention
● Excellent written and verbal communication in English