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Client Experience Specialist
2 weeks ago
Who we are at Kennedy
Founded in 1976, Kennedy has redefined luxury retail with a curated collection of the world's most prestigious timepieces and jewellery. Proudly presenting IWC, Omega, Tag Heuer and an esteemed portfolio of world-class brands, we offer a selection of timeless classics, rare editions and one-of-a-kind pieces for our discerning clientele.
Our boutiques in Melbourne, Sydney and Perth are renowned for delivering a world-class client experience — defined by exceptional expertise, personalised service and a dedication to celebrating life's most meaningful moments. Each Kennedy piece embodies tradition, innovation and artistry, crafted to endure and be treasured for generations.
The Opportunity
We are seeking an experienced and client-focused Client Experience Specialist to join our Melbourne team. This is an exciting opportunity to play a pivotal role in delivering personalised, high-touch service to our discerning clientele. You will be responsible for curating memorable in-boutique experiences, building long-term client relationships, and supporting boutique teams in client engagement, clienteling, and after-sales service. This role is ideal for a professional with deep knowledge of luxury service, refined attention to detail, and a passion for horology and jewellery.
What You Will Do
As a Client Experience Specialist, you will ensure every client interaction reflects the prestige and heritage of our brands:
- Client Engagement & Relationship Building – Welcome and engage clients warmly and professionally, understanding their preferences and needs. Build long-term relationships through consistent personalised communication, maintaining detailed client profiles using CRM tools for tailored outreach and gifting.
- Experience Curation – Elevate the boutique experience by curating moments that reflect the client's lifestyle and aspirations. Assist with in-store events, private viewings, and exclusive appointments, ensuring showroom presentation standards uphold elegance and excellence.
- After-Sales & Client Care – Proactively manage the after-sales process, including service follow-ups, repairs, and special orders. Liaise with internal teams to ensure smooth and timely client journeys.
- Clienteling & CRM Management – Use CRM systems to record client interactions, purchase history, and important life events. Plan and execute outreach campaigns to re-engage lapsed clients and recognise VIPs. Support boutique sales teams with targeted client lists for launches or events.
- Collaboration & Brand Representation – Partner with sales associates and boutique managers to deliver seamless team-oriented service. Act as a brand ambassador, representing our luxury brands authentically. Stay informed about product knowledge, brand history, and industry trends to support storytelling.
What You Will Bring
Required:
- 3+ years in luxury retail, hospitality, or high-touch client services roles.
- Strong interpersonal skills with natural empathy; adept at building trust and rapport.
- Experience with CRM platforms and client segmentation strategies.
- Excellent verbal and written communication skills.
- Passion for luxury watches, jewellery, and refined aesthetics.
Preferred:
- Multilingual skills (Mandarin, Arabic, French, Russian highly desirable).
- Previous experience with luxury fashion, horology, or jewellery brands.
- Familiarity with luxury service standards aligned with maisons such as LVMH or Richemont.
At Kennedy, we are committed to attracting and retaining the best talent in the industry. If you are ready to join us and help deliver extraordinary experiences to our luxury clientele, we would love to hear from you.
Closing Date: Friday, 28 September 2025 (unless filled prior)
All personal information received will be stored, used, and disclosed in accordance with our Privacy of Your Information Policy.
