ABOUT US:
At Back to Nature Home and Garden, we transform high-end residential properties into exceptional outdoor spaces. Our retail store offers a curated selection of premium landscaping products and services designed to enhance luxurious living environments. We pride ourselves on delivering a bespoke experience that reflects our clients' unique tastes and lifestyle.
POSTION OVERVIEW
We are seeking an experienced Luxury Client Manager to join our retail team. The ideal candidate will excel in nurturing relationships with high-end clients and collaborate closely with our Chief and Marketing team to cross-sell and upsell our retail store and events, premium landscaping products and services. This role requires a polished, professional demeanor and a strategic approach to managing client interactions.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Client Engagement and Relationship Building:
- Provide exceptional service to clients visiting our retail store.
- Build and maintain strong relationships with high-net-worth clients, ensuring their experience with us is both enjoyable and satisfying.
- Assist in organizing seasonal or sponsored events at our retail store.
Cross-Selling and Upselling:
- Work with the Chief and Marketing team to identify and capitalize on opportunities for cross-selling and upselling additional landscaping products and services to existing clients.
- Present and promote complementary products or upgrades that align with the clients' interests and enhance their outdoor living spaces.
- Develop strategies to increase client engagement and maximize the value of each client interaction in the store.
Retail Operations and Customer Service:
- Manage client interactions in the retail store, providing expert advice and solutions that meet their needs.
- Coordinate with store staff and internal teams to ensure a seamless client experience and address any issues or concerns promptly.
- Maintain an organized and inviting store environment, showcasing our premium products and services effectively.
Market Expertise and Insight:
- Stay updated on the latest trends in luxury landscaping and high-end residential outdoor design.
- Share insights and recommendations with clients based on current market trends and product offerings.
- Prepare detailed reports and competitive analyses to support client decision-making and enhance store performance.
Customer Service Excellence:
- Deliver superior service at every stage of the client interaction, from initial inquiry to post-purchase follow-up.
- Ensure high levels of client satisfaction and foster long-term loyalty through personalized attention and exceptional service.
- Promote repeat business and referrals by maintaining a high level of client engagement and satisfaction in the retail store.
QUALIFICATIONS:
- Proven experience in client relationship management within a retail or high-end customer service environment, preferably in hospitality.
- Demonstrated success in cross-selling and upselling products and services to high-value clients.
- Exceptional communication and interpersonal skills with a polished, professional demeanor.
- Strong ability to manage complex client interactions with sophistication and strategic thinking.
- Knowledge of luxury landscaping trends and high-end residential outdoor design is preferred, not required.
- Proficiency in retail management systems and CRM tools for client service enhancement is a plus.
EDUCATION AND EXPERIENCE:
- Bachelors degree in Business, Marketing, Landscape Architecture, or a related field.
- Minimum of 3 years of experience in a client-facing role within the luxury retail, hospitality or high-end residential industry.