Client Experience Executive

Role Purpose

The Client Experience Executive is responsible for delivering exceptional customer experiences while building and nurturing long-term relationships with AMPMs premium and high-value clientele.

This role acts as the primary bridge between the brand and its customers, ensuring seamless communication, personalized engagement, proactive issue resolution, and consistent luxury service standards across all customer touchpoints.

The position combines customer relationship management, luxury clienteling, CRM operations, fashion understanding, and service excellence to strengthen customer loyalty, retention, and brand advocacy.

This is not merely a customer support role. It is a relationship-building and brand experience role that directly contributes to customer satisfaction, retention, and AMPMs premium market positioning.

The Client Experience Executive serves as a custodian of:

• Customer Satisfaction
• Client Retention
• HNI Relationship Management
• CRM Excellence
• Brand Experience Consistency
• Customer Loyalty & Advocacy
• Luxury Service Standards

Key Responsibilities:

A. Client Experience & Service Excellence

• Deliver exceptional customer experiences across all customer touchpoints.
• Manage customer inquiries, concerns, complaints, and requests with professionalism and empathy.
• Ensure timely and effective issue resolution while maintaining luxury service standards.
• Maintain a high level of customer satisfaction through proactive engagement and follow-up.
• Handle escalations efficiently and coordinate with internal teams for resolution.

B. HNI Client Relationship Management

• Build and nurture long-term relationships with high-value and premium clientele.
• Deliver personalized customer engagement and clienteling initiatives.
• Understand customer preferences, purchase history, and lifestyle requirements.
• Conduct proactive outreach to strengthen customer loyalty and repeat business.
• Ensure VIP customers receive exceptional service and personalized support.

C. CRM Operations & Customer Data Management

• Maintain accurate and up-to-date customer records within CRM systems.
• Track and document all customer interactions.
• Support CRM campaigns and customer engagement initiatives.
• Ensure customer information is updated accurately and consistently.
• Monitor customer journeys and identify opportunities for improved engagement.

D. Fashion Advisory & Product Support

• Assist customers with product-related inquiries including garment fit, styling, measurements, and fabrics.
• Coordinate with internal teams regarding alterations, customization, and order-related requests.
• Support customers in making informed purchase decisions through personalized recommendations.
• Maintain a strong understanding of AMPM collections, fabrics, and product offerings.
• Identify upsell and cross-sell opportunities during customer interactions.

E. Customer Insights & Feedback Management

• Capture customer feedback and identify recurring concerns.
• Analyze customer behavior trends and engagement patterns.
• Share actionable insights with leadership and cross-functional teams.
• Recommend improvements to customer experience processes and service standards.
• Contribute to continuous enhancement of CRM workflows.

F. Cross-Functional Coordination

• Collaborate with Retail, Merchandising, Production, Warehouse, Finance, and Accounts teams.
• Ensure smooth resolution of customer-related operational issues.
• Support customer communication regarding deliveries, alterations, exchanges, and special requests.
• Coordinate internal stakeholders to deliver seamless customer experiences.

Qualifications and Skills Required:

• Bachelors Degree in Fashion design, Sales or related field
• Relevant experience 1-4 years
• Expertise in CRM
• Experience handling HNI or premium customer is preferred
• Experience with luxury, premium fashion, lifestyle, or retail brands is preferred