Client Service Executive

Role overview

As a Client Service Executive, you will help ensure smooth and high-quality after-sales support across the boutique network. In this role, you will be a dependable contact for boutiques, contribute to operational effectiveness, assist with service projects, and help create a consistent client journey from repair through personalization.

You will collaborate with boutique teams, internal departments, and external partners to maintain service standards and support a client-focused, continuously improving way of working.

Boutique operations and service excellence

• Serve as the primary day-to-day contact for boutiques on Client Service matters, offering operational direction and practical support.
• Handle Client Service activities such as repair follow-ups, service administration, SAP/DARE-related processes, and adoption of digital tools.
• Help resolve technical issues and track IT-related requests that affect Client Service performance.
• Support the training and coaching of boutique teams on service procedures, repair expectations, and best practices.
• Assist with complaint handling and service recovery efforts aimed at improving client satisfaction and loyalty.
• Keep boutiques aligned with Client Service standards through ongoing follow-up and operational support.

In-boutique services

• Provide guidance on services delivered within the boutique, including quick services and personalization work.
• Reinforce service procedures, personalization rules, and machine handling through regular refreshers for boutique teams.
• Track the availability of service tools, shipping materials, and other operational supplies across the network.
• Gather and organize boutique feedback on personalization services, quality issues, and opportunities for improvement.
• Liaise with external vendors for equipment setup, maintenance, and related training.

Client service community

• Support internal communication by sharing service updates, reminders, and operational priorities.
• Assist with onboarding and capability-building for boutique Client Service teams.
• Encourage collaboration, knowledge exchange, and consistency across the boutique network.
• Contribute to initiatives that improve service quality, operational flow, and overall efficiency.

Experience and fit

The ideal profile brings experience in Client Service, Retail Operations, After-Sales Service, or a similar environment. Strong organization, careful attention to detail, clear communication, and effective stakeholder management are important for success in this role. You should be proactive, collaborative, and comfortable solving problems in a structured way. Confidence with operational systems and digital tools is expected, along with solid Microsoft Office skills. Familiarity with SAP is beneficial, and experience in luxury retail or hospitality is an added advantage.