Responsibilities:
- Deliver white-glove client service across all touchpoints, including in-boutique visits, private appointments, telephone, email, and WhatsApp Business.
- Provide expert personalized styling consultations, in-depth product knowledge, and seamless purchasing experiences tailored to each client’s preferences and lifestyle.
- Proactively build and nurture strong client relationships through clienteling, maintaining accurate and up-to-date CRM records of preferences, purchase history, and key occasions.
- Manage the end-to-end client journey, including order processing, alterations, customizations, repairs, and after-sales service.
- Anticipate client needs, handle complaints with poise, and convert service recoveries into strengthened loyalty.
- Collaborate effectively with internal teams (Styling, Logistics, Tailoring, and Global Client Services) to ensure flawless execution.
- Support the planning and execution of exclusive client events, trunk shows, and private viewings.
- Uphold impeccable standards of boutique presentation, visual merchandising, and brand housekeeping.
- Process transactions accurately while strictly adhering to brand protocols and compliance requirements.
- Remain well-informed on current collections, brand heritage, and global fashion trends.
Requirements:
- Minimum 2 years’ experience in luxury retail, high-end fashion, premium hospitality, or private client services.
- Proven track record of delivering superior client experiences and building lasting relationships with discerning clientele.
- Exceptional verbal and written communication skills in English.
- Fluency in Yoruba, French, or other Nigerian languages is a strong advantage.
- Impeccable grooming, presence, and professional demeanor aligned with luxury brand standards.
- Strong knowledge of luxury fashion, styling, and product categories.
- Proficiency in CRM systems, luxury POS platforms, and Microsoft Office Suite.
- Flexibility to work weekends and occasional evenings for client appointments and events
Key Performance Indicators (KPIs):
- Achieve monthly and annual personal sales targets and contribute to boutique revenue.
- Maintain a Client Satisfaction Score (CSAT) of 95% and above.
- Successfully retain and grow an assigned portfolio of VIP clients (measured by repeat purchase rate and client retention).
- Complete proactive clienteling touches per month (calls, messages, appointments, follow-ups).
- Achieve targets for average transaction value (ATV) and units per transaction (UPT).
- Acquire and onboard new high-value clients through networking and referrals.
- Ensure 100% accuracy in CRM data management and client profiling.
- Demonstrate excellence in service recovery with positive post-resolution feedback.
- Active contribution to the success of client events and private appointments (measured by attendance and sales conversion).
Key Competencies:
- Refine interpersonal skills and natural ability to engage with high-profile clients.
- High emotional intelligence, discretion, and composure under pressure.
- Strong attention to detail and solution-oriented mindset.
- Commercial awareness balanced with a genuine service-first philosophy.
- Cultural sensitivity and adaptability within Lagos’ affluent and diverse clientele.
- Uncompromising professionalism and integrity.
Remuneration: NGN 200,000 – 280,000 (depending on experience and performance)
Benefits:
- Comprehensive medical insurance and other benefits
- Generous employee discount on brand products
- Continuous professional development and luxury service training
- Clear career progression opportunities within the brand
- Sophisticated working environment in Ikeja, Lagos.
Note: This role is ideal for a mature, poised, and service-oriented professional who is truly passionate about luxury fashion and committed to delivering excellence.
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