Digital Client Services Consultant (FTC)

Role Overview

We are seeking a highly motivated and client-focused Digital Client Services Consultant with proven experience in the luxury sector. The ideal candidate is passionate about delivering exceptional service, skilled in selling to VIP and high-net-worth clients, and driven by achieving sales and performance targets.

This role combines premium customer service with strategic digital selling, ensuring every client interaction reflects the exclusivity and excellence of our brand.

Key Responsibilities

Luxury Client Experience

• Deliver exceptional, personalised digital customer service across email, live chat, social media, and phone.
• Build and nurture long-term relationships with VIP and high-value clients.
• Provide bespoke product recommendations aligned with client preferences and lifestyle.
• Maintain high standards of tone, etiquette, and brand representation.
• Proactively engage VIP clients to drive repeat business and client loyalty.
• Identify upselling and cross-selling opportunities within digital interactions.
• Manage private client requests with discretion and urgency.
• Consistently achieve and exceed individual sales and conversion targets.
• Track and report on KPIs including response time, client satisfaction, and revenue contribution.

Digital Operations

• Manage online orders, exchanges, returns, and after-sales support with
• Coordinate with logistics, retail teams, and brand partners to ensure seamless service.
• Maintain accurate CRM records and client profiles.
• Monitor online customer feedback and proactively resolve issues.

Candidate Profile

Experience

• Minimum 3–5 years’ experience in digital customer service or client relations within a luxury brand (fashion, beauty, jewellery, or similar).
• Demonstrated success in selling to VIP or high-net-worth clients.
• Proven track record of meeting or exceeding sales targets.
• Strong sales acumen with a goal-oriented mindset.
• Exceptional communication and interpersonal skills.
• High emotional intelligence and ability to build rapport quickly.
• Strong negotiation and influencing skills.
• Detail-oriented with strong organisational abilities.
• Tech-savvy with experience using CRM systems and digital platforms.

Personal Attributes

• Polished and professional presentation.
• Discreet and trustworthy when handling confidential client information.
• Self-motivated and performance-driven.
• Passionate about luxury brands and premium customer experiences.

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