Client Services & Clienteling Executive

Annoushka-Ltd; City Of London; On-site; GBP 32,000 - 52,000; Full time

Job summary

Annoushka Ltd. seeks a Client Services & Clienteling Executive to deliver a personal, memorable client experience from first enquiry to post-purchase. You will build lasting relationships, curate bespoke selections, and grow the client base across our luxury jewellery brand.

You will work closely with ecommerce, retail and private sales teams to nurture client loyalty, manage orders and ensure seamless service, including events, gifts and tailored client communications.

Qualifications

• Experience in personal styling or client sales, preferably in luxury with a strong commercial mindset.
• Customer service experience including returns and delivery issues, with familiarity using a ticketing tool.
• Warm, confident communicator in spoken and written English.
• Organised and detail-focused, maintaining precise client records and orders.
• Calm, practical doer able to handle international orders and shipping challenges.
• Interest in applying automation and AI to improve client service while keeping a personal touch.
• Collaborates effectively with ecommerce, retail and private sales teams.
• Genuine interest in fine jewellery and luxury, with willingness to learn our collections.

Responsibilities

• Build and maintain long-term client relationships to drive repeat engagement and loyalty.
• Curate tailored product edits and bespoke selections for clients.
• Prospect new and returning clients via email, WhatsApp, phone and video.
• Grow client list and keep records complete and up to date.
• Treat client information with discretion and care.
• Invite clients to events and launches and follow up with teams accordingly.
• Process orders, reservations and special requests with stock oversight across retail points.
• Keep clients updated from purchase to delivery and resolve shipping issues.
• Be the first point of contact for inquiries via Zendesk, live chat, email and phone.
• Handle bespoke requests, engravings, repairs and returns to resolution.
• Share client insights weekly to improve product site and campaigns.
• Track wins and challenges; collaborate with cross-functional teams for a joined-up experience.

Skills

Clienteling

Relationship-building

Sales mindset

Communication

Organisation

Tools

Zendesk

Job description

At Annoushka, we believe exceptional client relationships are at the heart of everything we do.

As our Client Services & Clienteling Executive, you will play a key role in delivering a personal and memorable experience for our clients, from their first enquiry through to purchase and beyond.

Combining a passion for fine jewellery with a commercial mindset, you will build lasting client relationships, identify sales opportunities and deliver thoughtful, attentive service across every touchpoint.

Working closely with our ecommerce, retail and private sales teams, you will help grow our clienteling business while continuously improving the way we care for our clients.

This is a sales-focused role with individual revenue targets and commission, alongside clear expectations around client satisfaction, retention and service excellence.

What You’ll Be Doing:

Clienteling

• Build and maintain long-term relationships with clients, driving repeat engagement and loyalty.
• Curate tailored product edits and bespoke selections that match each client’s tastes, occasions and gifting needs.
• Prospect for new and returning clients through personal outreach by email, WhatsApp, phone and video, and turn conversations into sales.
• Grow our client list and keep each client’s record complete and up to date, including preferences, wish lists, occasions, birthdays, addresses and email consent, in line with data protection.
• Treat every client’s information with discretion and care.
• Invite clients to events and launches and follow up afterwards, in coordination with the retail and private sales teams.

Order Management

• Process orders, pre-orders, reservations and special requests for clients, with oversight of stock levels across our retail points.
• Keep clients updated from purchase to delivery, working closely with the Ecommerce Assistant, who runs fulfilment.
• Resolve international shipping challenges with couriers and delivery partners, including delays, customs and lost or damaged parcels.

Client Services

• Be the first point of contact for questions, concerns and complaints across Zendesk, WhatsApp, live chat, social media and phone, within agreed service levels.
• Receive client requests for bespoke pieces, engraving and repairs, and look after each one from first request through to delivery.
• Handle returns, exchanges and refunds, and follow each case through to resolution.
• Turn problems into positive client experiences, and elevate to relevant teams when needed.
• Identify opportunities to improve client service through AI, automation and more efficient processes, while maintaining a personal approach and high service standards.

Reporting & Collaboration

• Track wins, challenges and customer feedback, to present in weekly reports.
• Share client insights with ecommerce, merchandising, marketing and wider teams, to improve product, site and campaigns.
• Work closely with cross-functional teams to ensure clients receive one joined-up experience from first contact to post-purchase.

What We’re Looking For:

At Annoushka, we welcome applicants who act with integrity and bring warmth, kindness, curiosity, positivity and responsibility into everything they do. We would love to hear from candidates who:

• Bring experience in personal styling or client sales, preferably in luxury, with a strong commercial mindset and the ability to build lasting relationships with clients.
• Have experience in customer service, including after-sales such as returns, complaints and delivery issues, and confidence using Zendesk or a similar ticketing tool.
• A warm, confident communicator, in conversation and in writing, who builds trust easily.
• Organised and detail-focused, keeping client records, tickets and orders accurate, and handling client information with discretion.
• A calm, practical doer who can handle the operational challenges of international orders and shipping.
• Keen to help shape how we use automation and AI in client service, improving processes and freeing up time for clienteling.
• A good collaborator across ecommerce, retail and private sales, able to share client insight clearly in weekly reports.
• A genuine interest in fine jewellery and luxury, and a willingness to learn our collections

If this sounds like you, please submit your CV and cover letter by following this link. In your cover letter, please include a short paragraph explaining what makes you a strong candidate for this role.

Please note that this role will be based in our head office five days a week.