What are the responsibilities and job description for the Customer Experience & Clienteling Specialist position at SBH Fashion?
Job Title: Customer Experience & Clienteling Specialist
Position Overview
We are seeking a highly motivated Customer Experience & Clienteling Specialist to deliver exceptional white-glove service while driving customer retention and sales growth. This role goes beyond traditional customer service by proactively building relationships with customers, following up on purchases, preventing returns, increasing customer lifetime value, and identifying opportunities to drive incremental revenue.
The ideal candidate is customer-obsessed, sales-minded, detail-oriented, and passionate about creating memorable shopping experiences. They will serve as a trusted brand ambassador, ensuring every customer interaction reflects our commitment to luxury service and personalized care.
Key Responsibilities
Position Overview
We are seeking a highly motivated Customer Experience & Clienteling Specialist to deliver exceptional white-glove service while driving customer retention and sales growth. This role goes beyond traditional customer service by proactively building relationships with customers, following up on purchases, preventing returns, increasing customer lifetime value, and identifying opportunities to drive incremental revenue.
The ideal candidate is customer-obsessed, sales-minded, detail-oriented, and passionate about creating memorable shopping experiences. They will serve as a trusted brand ambassador, ensuring every customer interaction reflects our commitment to luxury service and personalized care.
Key Responsibilities
- Provide exceptional customer support across email, phone, chat, SMS, and social channels.
- Proactively engage with customers before and after purchase to answer product questions, styling inquiries, fit concerns, and shipping updates.
- Utilize Clienteling tools to build and maintain relationships with high-value customers.
- Follow up with customers after purchases to ensure satisfaction and reduce return likelihood.
- Recommend alternative products, sizes, colors, or styles when appropriate to prevent returns and exchanges.
- Drive repeat purchases through personalized outreach and product recommendations.
- Monitor customer feedback and identify opportunities to improve the overall customer experience.
- Assist customers with order management, returns, exchanges, product availability, and special requests.
- Partner closely with merchandising, marketing, and operations teams to communicate customer insights and trends.
- Maintain detailed customer records and notes within Clienteling and CRM platforms.
- Meet and exceed monthly sales and customer engagement goals.
- 2 years of customer service, luxury retail, Clienteling, personal shopping, or sales experience.
- Strong written and verbal communication skills.
- Excellent organizational skills with strong attention to detail.
- Ability to build genuine relationships and provide personalized recommendations.
- Comfortable working with CRM, Clienteling, and e-commerce platforms.
- Results-oriented mindset with a passion for both service and sales.
- Experience within fashion, luxury, beauty, or premium consumer brands preferred.
Salary : $70,000 - $75,000