Client Experience & CRM Coordinator

SummaryThe Client Experience & CRM Coordinator is the welcoming face of the brand and the operational backbone supporting our sales advisors. This role ensures every guest receives a warm, polished, luxury-level experience while keeping the boutique running seamlessly behind the scenes, managing client data and gifting programs, capturing inventory imagery, maintaining flawless merchandising standards, and providing administrative and executive support that allows advisors and leadership to focus on building client relationships and driving sales. ResponsibilitiesClient Experience & Hospitality Greet every client warmly and set a professional, welcoming tone the moment they enter the boutique Offer beverages and ensure clients are comfortable while waiting; engage clients waiting for a specific advisor or specialized product Assign clients to the most appropriate sales advisor based on expertise and availability, acting as the liaison to ensure prompt acknowledgment and assistance Provide hospitality-level service to walk-in clients and overflow traffic during peak periods Provide logistical support during appointments (beverage service, product retrieval, digital receipts as needed) Assist with in-store pickups and deliveries, ensuring proper identification and security protocols are followed Appointment & Traffic Management Log appointments in Zoho with notes on the purpose of the visit; maintain accurate appointment history for each client Schedule and confirm client appointments for watch service, jewelry consultations, sizing, and custom work Schedule return appointments when no advisor is available and update advisor calendars to prevent overlaps Coordinate boutique traffic flow with sales advisors throughout the day Follow up with clients on repairs, special orders, and service status updates CRM & Client Gifting Support sales staff with CRM data entry, reporting, and ongoing accuracy of client records (new clients, purchases, preferences, follow-up notes) Collect and update client information at intake when appropriate Spearhead all gifting initiatives, including the monthly cadence of birthday and anniversary gifts and oversight of the annual holiday gifting program Track and manage in-store gift inventory; place replenishment orders as needed Maintain a complete record of all gifting activity in the CRM Inventory Photography & Documentation Ensure all active inventory pieces across both boutiques are fully photographed and uploaded into the CRM with correct tagging (item numbers, categories, collections, supporting notes) Coordinate closely with the Operations team to track new inventory as it arrives, pulling pieces promptly for photography and returning them to stock in a timely manner Maintain a running photo-tracking list in Zoho Connect showing items photographed, pending, or requiring reshoots or data corrections Conduct routine audits to identify missing or outdated photos and coordinate reshoots until the CRM reflects complete, up-to-date imagery for all in-stock items Merchandising & Showcase Standards Proactively clean, organize, and reset all showcases throughout the day, ensuring glass, trays, props, and hardware are spotless, dust-free (inside and out), and fingerprint-free Conceal all price tags, SKU labels, and strings so nothing is visible from any client-facing angle Keep all bases, risers, and display props aligned, leveled, and consistent with the boutique's design language; replace or adjust elements that disrupt visual flow Keep branded props free of dark spots on the exterior, using a magic eraser to clean as needed Continuously audit displays to ensure full compliance with Patek Philippe visual merchandising standards Maintain overall showroom appearance, including daily case prep and opening and closing procedures Operations & Administrative Support Answer incoming phone calls and direct them to the appropriate associate or department, ensuring proper flow of correspondence and messages throughout the store Initiate mail flow distribution and manage daily incoming and outgoing correspondence for the showroom Coordinate logistics between corporate, vendors, clients, and other store locations, including the intake, tracking, handling, and outbound processing of high-value items, repairs, and watch maintenance, and communicate status updates to advisors and clients Support the sales fulfillment process: ringing sales, running credit cards, processing checks, handling cash, gift wrapping, creating New Purchase Certificates, and activating warranties Handle clerical duties including supply ordering, filing, and general office upkeep Support trunk shows, in-store events, and brand activations with logistical coordination, RSVP tracking, and day-of execution Executive Support Provide operational support to the President Assist with administrative and organizational tasks as needed; additional projects to be defined as they arise Training & Development Attend regularly scheduled staff training meetings, in-store vendor trainings, and monthly product trend sessions to ensure ongoing development and contribution to team and store success Perform additional administrative functions in support of the sales and revenue process RequirementsRequired Excellent verbal and written communication skills Strong organizational skills and exceptional attention to detail Ability to remain calm in high-pressure or fast-moving situations, both behind the scenes and in front of clients Ability to work both independently and collaboratively with team members Discretion and integrity when handling small, high-value merchandise Familiarity with high-value shipping protocols and carrier insurance requirements Proficiency in Point of Sale (POS) systems and Microsoft Office Suite Administrative experience in a fast-paced environment Preferred Experience in high-end jewelry, fine watches, or luxury retail environments Familiarity with jewelry-specific POS or inventory systems such as The Edge Familiarity with Swiss watch brand authorized dealer protocols and documentation Experience working in back offices or inventory offices for multi-store or multi-location retail companies Bilingual ability (English with Spanish, Portuguese, French, or another language) given the international client base in Naples