Luxury Retail Operations Specialist | Premium Client Services Manager

Role overview

Store and client operations

• Oversee daily retail operations, store performance, and compliance with operating procedures.
• Deliver personalized service to premium clients, high-net-worth individuals, VIP customers, and other key clientele.
• Build long-term relationships through tailored recommendations, proactive communication, and follow-up.
• Coordinate VIP appointments, private shopping sessions, exclusive previews, and special client events.
• Ensure customer interactions reflect the brand’s luxury positioning, service philosophy, and professional standards.
• Monitor sales results, customer satisfaction, conversion rates, and other KPIs; implement improvements to efficiency, service consistency, and retention.

Sales, service, and coordination

• Coordinate with sales associates, store managers, merchandising teams, and regional operations personnel.
• Maintain client profiles, purchase histories, preferences, and follow-up records.
• Identify opportunities for repeat purchases, cross-selling, upselling, and customer lifetime value through appropriate recommendations.
• Handle premium inquiries, service requests, complaints, and escalations with discretion; resolve concerns while protecting brand reputation.
• Coordinate inventory, stock availability, transfers, replenishment, and high-value merchandise handling with logistics and supply-chain teams.
• Ensure accurate sales, returns, exchanges, reservations, and special orders; monitor cash handling, loss prevention, security, and internal controls.

Reporting and team support

• Maintain visual merchandising, product presentation, store cleanliness, and retail environment quality.
• Support promotions, product launches, seasonal campaigns, and exclusive collections.
• Analyze sales trends, customer purchasing behavior, and market developments; prepare operational reports, sales summaries, client-service updates, and performance analyses.
• Coordinate staffing schedules, employee coverage, operational resources, and retail team coaching on service etiquette, product knowledge, client communication, and CRM.
• Support onboarding, continuous training, service recovery, and follow-up practices to improve customer satisfaction and loyalty.
• Collaborate with marketing and CRM teams on targeted client engagement and retention initiatives; protect client information in accordance with applicable privacy requirements.

Business and operational support

• Maintain professional relationships with suppliers, service providers, mall management, and other business partners.
• Support budgeting, cost monitoring, expense control, and resource planning for retail operations.
• Monitor competitors, luxury retail trends, customer expectations, and emerging premium-service practices.
• Recommend process improvements, digital retail tools, and client-service initiatives to enhance the shopping experience.

Requirements

• Bachelor’s degree or diploma in Retail Management, Business Administration, Hospitality Management, Marketing, Luxury Brand Management, or a related field.
• Relevant experience in luxury retail, premium customer service, retail operations, or high-end client relationship management.
• Experience serving VIP or premium clientele is advantageous.
• Strong understanding of luxury retail service standards, clienteling, and premium customer engagement.
• Excellent interpersonal, communication, negotiation, and relationship-building skills; ability to provide discreet, detailed, personalized service.
• Knowledge of retail operations, sales procedures, inventory coordination, store management, performance monitoring, and customer satisfaction.
• Familiarity with CRM systems, retail management software, POS systems, and customer databases; proficiency in Microsoft Office and relevant reporting tools.
• Ability to analyze customer profiles, purchasing patterns, and sales data; solve problems and manage customer complaints and escalations.

Additional qualifications

• Understanding of visual merchandising, brand presentation, luxury product positioning, loss prevention, inventory control, cash handling, and internal procedures.
• Ability to coordinate VIP appointments, private events, product launches, and customer engagement activities.
• Team coaching, staff supervision, or retail training experience is preferred.
• Strong organization and ability to manage competing priorities in a fast-paced retail environment.
• Excellent written and verbal English communication; additional languages are an advantage depending on the customer base.
• Ability to collaborate with sales, merchandising, marketing, logistics, and regional management teams; commercial awareness of sales growth, retention, and profitability.
• Flexibility to work retail schedules, weekends, public holidays, or special events when required.
• Luxury fashion, watches, jewelry, premium beauty, fine accessories, or other high-end retail experience is an advantage.
• The employer values continuous improvement, service excellence, operational accuracy, brand integrity, and proactive attention to customer needs.

What the employer offers

• Competitive salary and comprehensive employee benefits; performance-based incentives and recognition may be available subject to company policy.
• Opportunities to work with luxury brands and premium collections, and to develop in luxury retail management, clienteling, and premium customer experience.
• Professional environment, product knowledge training, customer service workshops, leadership development, and collaboration with experienced retail professionals.
• Opportunities to contribute to retail strategy, operational improvements, and customer retention initiatives, with career paths into senior retail operations, store, regional, client relations, or luxury retail leadership roles.