Job Description

WHO WE ARE :

The FoundRae Collection is more than jewelry. The pieces are modern heirlooms, ones that allow the wearer to express something of themself to the world. The Foundrae collection is intended to become part of the wearer, a second skin, to be an expression of identity and of personal values.

The collection is founded on a lexicon of archetypal, mythological and classical symbols with the intention of inspiring the wearer to take the wisdom passed down through generations and apply that to one’s own life. FoundRae is a reminder, one we wear against our hearts or on our hands, of our capacity for change and growth. When you wear one of these pieces, you are announcing to yourself and to the world that everything you want and everything you want to be is already inside you - all you have to do is claim it.

POSITION SCOPE:

The Client Care Specialist creates joy and ease for all FoundRae clients by delivering seamless, efficient service across every communication channel and touchpoint. This role drives sales performance and cultivates long-term client relationships through expert use of digital and clienteling tools. By championing a cohesive omni-channel experience and collaborating closely with internal teams, the Client Care Specialist always ensures a consistently elevated client experience.

RESPONSIBILITIES:

Sales:

Achieve sales targets through an elevated, seamless experience at every client touch point:

• Support clients in beginning and continuing their FoundRae journey across all client touchpoints through expert knowledge of our services, products and digital tools
• Effectively communicate FoundRae services and product knowledge, consistently staying up to speed as our collections and service offering continue to evolve
• Champion all omni-channel services, including but not limited to personalization and customization to drive trade and client satisfaction

Client Experience:

Offer an elevated, client-centric FoundRae experience to exceed client expectations:

• Communicate effectively with all clients across our communication channels; phone, email, text, whatsapp, social and chat by making use of our brand communication guidelines and achieving SLA targets
• Host luxurious, personalised virtual and in-store appointments for our clients in line with our hosting and outreach guidelines
• Build genuine, meaningful lasting relationships with new and existing clients through exceptional service at all times

Clienteling:

Expert use of our clienteling tools and CRM system to drive client acquisition and loyalty:

• Effective data capture in order to grow client files
• Manage personal client portfolio and personal outreach to drive sales performance
• Support marketing initiatives through clienteling initiatives based on business needs and evolving strategy
• Amplify the use of our clienteling tools to enrich client profiles, build wishlists and personalize client journeys

Styling and Digital Assets:

Support our clients in building their FoundRae story visually, wherever they are!

• Expert use of our digital creative tools to guide clients in building their story through personalized lookbooks, imagery and video
• Drive virtual and in-store appointments to guide our valued clients and present collections in real time
• Offer continued styling support and recommendations, working on whichever platform is more convenient for our clients

Omni-channel Support:

Create joy and ease for our clients through driving omni-channel client experiences:

• Supporting our clients with booking in-store appointments and connecting them with their closest in-store stylist
• Meeting our clients in-store and in person to support them at any point of their journey if more convenient for them
• Collaborating internally with other departments to deliver the best experience possible for our clients, creating joy and ease wherever possible

Operations:

Drive operational excellence through internal collaboration and attention to detail:

• Effectively support clients globally, guiding them through their FoundRae journey with care and accuracy
• Manage operational flows for orders and services with a high attention to detail at every stage of the journey
• Support with aftersales, including proactive client follow up, exchanges, returns, repairs and cleaning services
• Internal coordination with multiple departments, including but not limited to: design, production and fulfillment teams, to ensure accurate and timely processing of orders

REQUIREMENTS

• Minimum 2 years previous in luxury retail and/or jewelry sales experience preferred
• Excellent verbal and written skills
• Highly organized and detail-oriented
• Able to work autonomously and as a team
• A people person, genuinely passionate about client service and relationship building
• A great communicator, able to navigate challenging conversations and escalations
• Experience working with clienteling platforms, Endear and Gladly a plus
• Must be able to work weekends and shift work where required

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