The Client Experience Ambassador is responsible for delivering an elevated and extraordinary client experience to every guest. This individual exemplifies professionalism, poise, and exceptional communication skills to engage clients with warmth and confidence.

Through creative research and genuine hospitality, the Ambassador curates unique and memorable moments for each client. They maintain a polished appearance, bring a positive “can-do” attitude, and create an atmosphere of enthusiasm that inspires both clients and colleagues. In partnership with the Sales Professionals, the Ambassador ensures that all client experience stations are impeccably maintained and that every interaction reflects the highest standard of service.

Responsibilities

• Serve as a role model for company culture and client experience standards, ensuring every client—new or returning—receives an exceptional level of service.
• Lead by example to promote a positive, welcoming, and engaging showroom environment.
• Conduct creative research to enhance in-showroom hospitality offerings and experiences.
• Welcome clients promptly and graciously upon arrival.
• Utilize CRM tools to personalize experiences based on each client’s interests and history.
• Engage clients in meaningful conversation to understand preferences and continually refine their experience.
• Support all aspects of the client journey, prioritizing client needs above all else.
• Assist with hospitality functions and ensure all client experience areas are fully stocked and maintained.
• Uphold company policies, procedures, and showroom presentation standards.
• Maintain up-to-date knowledge of products, services, and brand initiatives.
• Stay current with all training provided by the Learning & Development and HR teams.
• Serve as the first point of contact for all guests, ensuring every introduction leaves a lasting impression.
• Demonstrate excellent phone etiquette and effectively direct inquiries to the appropriate team member.
• Maintain an organized appointment calendar and support appointment scheduling as needed.
• Collaborate closely with the Experience Ambassador team to provide seamless support to Sales Professionals.
• Exhibit flexibility and adaptability to ensure uninterrupted advisor-to-client engagement.
• Identify opportunities to improve operational efficiency and recommend enhancements to systems and procedures.
• Maintain confidentiality and protect all sensitive data.
• Perform additional duties as assigned by management.

Knowledge and Skills

Experience

• Previous experience in luxury retail, fine jewelry, watches, or hospitality preferred.

Skills

• Exceptional communication and interpersonal skills.
• Strong ability to build genuine relationships with clients, guests, and colleagues.
• Professional demeanor, attention to detail, and proactive problem-solving abilities.
• Highly organized, adaptable, and team-oriented.