Client Specialist

Job Title: Client Specialist

Reporting to: Store Manager

Location: Madison Avenue, New York

Contract Type: Full time, Perm

About Us:

ME+EM is one of the UK’s fastest-growing luxury fashion brands. In addition to a thriving global digital presence, we operate flagship stores in London and Edinburgh, concessions within Harrods and Selfridges, and have recently expanded with new store openings in the U.S.

At ME+EM we are an entrepreneurial, creative, and passionate group of people. We work hard, are enthusiastic to learn and are not afraid to take risks. Everyone contributes to our success at all levels, and that precisely what makes being a member of the team so rewarding.

Our office and stores are always busy and fast paced, but we work just as hard to make sure it’s fun, with social activities and biannual parties. We pride ourselves on being approachable, supportive, and welcoming and ensure that everyone’s hard work is rewarded. It takes all these things to build a strong, successful business and our door is always open to new talent ready to contribute to our growth and evolution.

About the Role

As an in-store client specialist at ME+EM, you will be instrumental in delivering exceptional customer satisfaction, retention, and growth of assigned client base.

Responsibilities

• Deliver an exceptional luxury customer experience across both virtual and in-store channels, responding to customer enquiries within agreed service levels.
• Build and nurture long-term client relationships through proactive clienteling, creating tailored customer profiles and personalised shopping experiences.
• Maintain accurate customer records, interactions and sales opportunities within the CRM system.
• Drive client engagement through email, telephone, live chat, messaging platforms and virtual appointments.
• Collaborate closely with store teams to ensure a seamless omnichannel customer journey and exceptional service delivery.
• Manage customer follow-ups, appointments and outreach activity to maximise engagement, conversion and repeat business.
• Create and manage dedicated client groups to encourage real-time communication between customers and internal teams.
• Support VIP initiatives, exclusive events, product launches and promotional campaigns.
• Monitor customer activity and provide regular updates on pipeline, engagement and performance.
• Prioritise customer enquiries effectively while maintaining the highest standards of service.
• Build strong working relationships across the business, communicating professionally with colleagues and customers at all times.
• Participate in regular training sessions to continuously develop product knowledge, clienteling techniques and service excellence.
• Contribute ideas and insights during team meetings to help improve customer engagement and overall performance.
• Undertake any additional duties required to support the business and uphold the ME+EM brand values.

Skills & Experience

• Previous experience (ideally 2+ years) within luxury retail, premium customer service, personal shopping or a client-focused sales environment.
• A genuine passion for delivering exceptional customer experiences and building lasting client relationships.
• Strong commercial awareness with a proven ability to achieve sales, conversion and customer engagement targets.
• Experience using CRM systems and client communication platforms such as Tulip, Endear, Own-Kind or similar technologies would be advantageous.
• Excellent written and verbal communication skills with the ability to build rapport across multiple customer touchpoints.
• Highly organised with excellent time management skills and the ability to manage multiple priorities in a fast-paced environment.
• Proactive, self-motivated and able to work independently whilst collaborating effectively within a wider team.
• Professional, polished and brand-focused, with the confidence to represent a luxury fashion brand.
• Strong attention to detail with excellent problem-solving skills and the ability to think commercially.
• High levels of integrity, accountability and discretion when handling customer information.
• Comfortable using digital tools and technology to deliver an outstanding omnichannel customer experience.
• Flexibility to support the business as required, including occasional evenings, weekends or events.

Physical Requirements

• Ability to stand and walk for prolonged periods.
• Occasionally required to bend, reach and lift stock or equipment up to 25lbs (approximately 11kg).

Employee Benefits:

• Competitive salary and incentive schemes
• Competitive medical, dental and vision plan options.
• Generous paid time off policies: vacation, holiday, sick and volunteer days
• A day off to celebrate your birthday
• Life insurance, Short Term Disability and Long Term Disability Insurances, Employee
• Assistance Program
• Enhance parental leave package after 2 years of service
• New uniform allowance for each new season
• Generous Employee and Friends & Family Discounts
• Refer a Friend Scheme
• Opportunity to build a career with a leading global fashion brand

ME+EM is an equal opportunities employer committed to fostering and preserving a culture of diversity, equality, and inclusion in our workforce. As an equal opportunities’ employer, we do not discriminate against applicants based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that diversity enriches our workforce and strengthens our organisation. Therefore, we encourage minorities, LGBTQ+ candidates, and individuals with disabilities to apply for opportunities within our company.