Custom Specialist

6 days ago

Sydney, Australia M.J. Bale Full time

**Introduction**:
M.J. Bale is Australia’s foremost gentlemen’s clothier, manufacturing garments of integrity for men of character. We have been built on the pillars of authenticity, integrity, provenance and character and embed this into everything we do from our people through to the products we create, that our customers love.
**Description**:
Role Purpose
The Custom Specialist plays a pivotal role in driving the success of M.J. Bale’s Custom Program across New South Wales. This role is responsible for growing the client database, generating B2C and B2B custom sales, and delivering a best-in-class customer experience from initial consultation to garment delivery. Working closely with Retail, Marketing, Brand, and Corporate Sales, the Custom Specialist champions personalised service, operational excellence, and commercial performance.
Key Responsibilities
Custom Sales & Client Development
Lead custom sales initiatives across NSW, acquiring new clients and servicing existing VIPs and corporate partners.
Manage client accounts end-to-end, delivering tailored solutions and driving repeat business.
Maintain accurate sales and client records, leveraging insights to inform growth strategies.
Collaborate with internal teams on creative sales and marketing campaigns.
Customer Relationship Management
Foster strong, lasting relationships with clients to ensure satisfaction and loyalty.
Manage expectations and ensure timely delivery of custom products.
Continuously monitor market trends and identify new business opportunities.
Operational Improvement & Program Leadership
Identify and implement process improvements to enhance the customer journey.
Champion efficiency and consistency across the Custom Program’s operations.
Lead cross-functional collaboration to improve workflows and service delivery.
Financial Accountability
Manage the Custom Program’s P&L to ensure profitability and cost efficiency.
Analyse sales and margin performance, making strategic adjustments as needed.
Maintain budget control and resource optimisation.
Styling, Training & Event Leadership
Provide expert styling advice and train team members on selling techniques.
Support and represent M.J. Bale at Custom and VIP events, driving brand engagement.
Promote styling and by-appointment services to elevate client experience.
**Skills and Experiences**:
Essential Skills & Attributes
Exceptional sales and relationship-building skills
Outstanding verbal and written communication
Strong commercial mindset and business acumen
High attention to detail and service excellence
Proactive, self-motivated, and results-driven
Passion for premium menswear and tailoring
Experience Requirements
Proven experience in high-end or luxury retail (custom tailoring or suiting highly desirable)
Prior success in managing B2C and/or B2B client relationships
Solid understanding of men’s tailoring, garment construction, and fabric knowledge
Experience managing or contributing to a P&L
Demonstrated success in improving sales processes and customer engagement
Desirable Qualities
Entrepreneurial mindset and ability to work independently
Experience leading or supporting in-store events or VIP activations
Familiarity with CRM systems and customer database management
**Alignment with M.J. Bale’s brand values**: Provenance, Authenticity, Integrity, Character

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