Luxury Clienteling & Customer Experience Specialist

MARCO DAL MASO; Firenze; Ibrido; EUR 28.000 - 55.000; Part-time

Descrizione del lavoro

MARCO DAL MASO is seeking a part-time freelance Customer Experience & Clienteling Specialist to support customers on their journey. The role blends customer care with personalised clienteling, handling sizing, materials, gifting, made-to-order items, and order follow-ups.

You will manage inquiries, advise on products, and build relationships with returning customers while coordinating with our team in Italy. The role is 10 hours per week, with remote consideration and overlap with our Italy team.

Competenze

• Previous experience in premium or luxury customer service, retail, clienteling or consultative sales.
• Excellent written English and confidence speaking with customers when needed.
• Warm, polished and natural communication, with strong attention to detail.
• Italian and English proficiency are mandatory.

Mansioni

• Manage customer conversations across email, website enquiries and approved messaging channels.
• Advise customers on products, sizing, materials, gifting and made-to-order options.
• Follow up on warm enquiries, quotations and bespoke requests.
• Build relationships with returning and high-value customers through personalised outreach.
• Coordinate product information, availability, production estimates and delivery updates with our team in Italy.
• Support order-status, sizing, repair and aftercare enquiries, escalating where needed.
• Create Shopify draft orders or payment links within guidelines.
• Keep clear notes on customer preferences and follow-up actions.
• Share a weekly update on open opportunities and recurring customer questions.

Conoscenze

Clienteling

Luxury retail

Customer care

Italian

English

Strumenti

Shopify

Slack

Asana

Klaviyo

Descrizione del lavoro

MARCO DAL MASO is seeking a part-time freelance Customer Experience & Clienteling Specialist to support customers on their journey. The role blends customer care with personalised clienteling, handling sizing, materials, gifting, made-to-order items, and order follow-ups.

You will manage inquiries, advise on products, and build relationships with returning customers while coordinating with our team in Italy. The role is 10 hours per week, with remote consideration and overlap with our Italy team.