About the Role
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.
The successful candidate will act as a single point of contact from consultation through production, delivery, after-sales support, and future purchases while building long-term customer relationships and driving repeat business.
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.
- Respond promptly to enquiries via WhatsApp, email, and phone.
- 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.
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 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:
- Personalized communication
- Handwritten notes
- Gift recommendations
- Post-delivery follow-ups
- Concierge-level responsiveness
- Immediate ownership of customer concerns
Key Result Areas (KRAs)
- Customer Satisfaction (CSAT): ≥95%
- Net Promoter Score (NPS): ≥80
- First Response Time: <15 minutes during business hours
- Repeat Purchase Rate: ≥30% annually
- Customer Retention: ≥95%
- Referral Generation: Minimum 5 qualified referrals per month
- VIP Revenue Growth: +20% YoY within assigned portfolio
- Upsell/Cross-sell Conversion: ≥20%
- CRM Accuracy: 100%
- Production Update Compliance: 100% proactive updates
- Escalations Resolved Without Management: ≥90%
- Order Follow-up Completion: 100%
- Review Collection: ≥40% of delivered VIP orders
- Warranty Case Resolution: Within SLA
- Portfolio Health Score: ≥95%
Monthly KPIs
Revenue
- Revenue from assigned clients
- Repeat purchase revenue
- Upsell revenue
- Cross-sell revenue
Service
- Average response time
- Average resolution time
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
Relationship
- Number of proactive customer calls
- Number of relationship check-ins
- Number of birthday and anniversary outreaches
- Number of referrals generated
Operational
- CRM completion rate
- Missed follow-ups
- Open customer cases
- Escalation rate
Required Experience & Skills
Experience
- 4–8 years of experience in luxury retail, jewelry, hospitality, concierge, or premium customer experience.
Skills
- Excellent spoken and written English.
- Strong verbal presentation skills.
- Exceptional interpersonal skills.
- Experience managing HNI and UHNI clients.
- Proficiency in CRM platforms such as HubSpot, Salesforce, Pipedrive, or similar.
- Experience handling WhatsApp Business, email, and phone interactions.
- High attention to detail.
- Strong organizational and follow-up skills.
Preferred Qualifications
- Diamond and gemstone knowledge.
- GIA or equivalent jewelry education.
- Experience with Shopify.
- Experience in D2C luxury brands.
- Understanding of luxury buying psychology.
Ideal Candidate
Profile Requirement
Experience - 4–8 years
Industry - Luxury retail, jewelry, hospitality, luxury resale
English - Excellent spoken and written
Accent - Neutral, internationally understandable
CRM - HubSpot, Salesforce, Pipedrive, or similar
Sales - Consultative selling with high-value transactions
Clientele - HNI/UHNI customers
Personality - Patient, polished, proactive, detail-oriented
