E-commerce Client Advisor

Our luxury womenswear brand is looking for an E-commerce Client Advisor to join our team in Milan.

We are looking for a professional with at least 5 years of experience in the Luxury Retail/Hospitality industry, fluent in English & Italian, with a strong passion for the luxury universe.

This position requires great familiarity with Ecommerce and CRM tools.

You will report directly to the Ecommerce Manager and work with the Finance, Marketing, Logistics and Production teams.

Responsibilities

As a E-commerce Client Advisor , you will strive to create an engaging and emotional client experience, delivering best-in-class service throughout every stage of the client journey, with the objective of building strong relationships and creating joyful, personalized, and memorable experiences.

You will advise Clients across the Brand, assisting with order placement, product information, sizing guidance, appointments and custom creations. You will manage returns with Clients, ensuring that all related activities are accurately processed through internal systems.

With creative vision in mind, you will be an Ambassador of the Brand, working on personalized solutions and bringing alternative items to help clients discover more about our collections.

You will also be involved in Brand events and client activations, including trunk shows and other events organised by the Brand.

You will maintain the highest degree of client care through exemplary service in message conversations, complaint resolution and product awareness, while maintaining an in-depth knowledge of our products, materials, manufacturing processes and collections.

You will collaborate closely with Sales, Marketing and Logistics to ensure smooth order processing and timely resolution of issues, while managing client accounts, updating information and documenting interactions to support an efficient CRM strategy.

You will contribute to the development and continuous improvement of the RFM and client segmentation strategy, analysing behaviour, purchase history and engagement to identify opportunities for client development. You will support personalised clienteling activities based on data and individual preferences, with the objective of increasing retention, engagement and repeat purchases.

You will proactively advise and engage with clients to support conversion and drive sales, while developing meaningful relationships with high-value and returning Clients and translating their insights and feedback into opportunities to improve services, communication and the overall client experience.

You will collaborate with the Ecommerce and Marketing teams to ensure CRM and client development initiatives are aligned with the broader ecommerce strategy.

You will use and manage CRM, ticketing, client management and communication tools, supporting their implementation and optimisation to ensure interactions, requests and relevant information are accurately recorded across systems in order to deliver an efficient and consistent client experience.

You will continuously improve client communication and service workflows, identifying opportunities to improve efficiency, automation and quality of service through technology.

You will work with internal teams and external partners to improve client experience tools, processes and solutions.

Requirements

5 years of previous Sales experience in Fashion, Luxury, Hospitality, or related premium contexts.

Previous experience with CRM, client management, ticketing, or clienteling tools.

Knowledge of the Shopify environment is a plus.

Fluent in English & Italian.

Excellent communication and empathic skills.

Good team player.

Multitasking, flexible.

Computer literacy is a must.