VIP Client Relationship Coordinator

Sheryl Lowe Jewelry - VIP Client Relationship Coordinator

Role and Responsibilities

Job Title: VIP Client Relationship Coordinator

Department: Sales

Reports To: Vice President of Sales & Marketing

Location: Montecito, CA

Employment Type: Full-Time, in-office

Compensation: $53,000 - $55,000 annual base salary, plus eligibility for performance incentives valued at up to $6,000 annually

Position Summary

The VIP Client Relationship Coordinator provides personalized service to Sheryl Lowe Designs’ VIP customers, building lasting relationships through thoughtful communication, attentive follow-up, and a strong understanding of our jewelry. This role helps customers with product selection, purchases, and service requests while ensuring a seamless experience that reflects the brand.

Key Responsibilities

• Create and maintain detailed customer profiles, including communication notes, order history, likes and dislikes, preferred colors and styles, wish lists, and special requests to support personalized service.
• Build and maintain relationships with VIP customers through phone, email, FaceTime, written, and other approved communication channels.
• Be comfortable styling VIP clients, and providing personalized jewelry recommendations based on customer preferences, purchase history, and occasions.
• Assist with orders, product availability, shipping updates, and questions about jewelry care.
• Coordinate repair, return, exchange, and special-order requests with the appropriate team members.
• Send a personalized thank-you card within five business days of each client purchase, and resolve client concerns promptly and professionally, escalating issues when needed.
• Share new collections, product arrivals, and event invitations with customers in coordination with the sales and marketing teams.
• Support VIP appointments, trunk shows, and private shopping experiences.
• Work closely with sales, design, production, and fulfillment teams to ensure customer requests are communicated clearly and completed on time.
• Manage customer information with discretion and confidentiality.
• Support VIP sales goals through personalized outreach, wish-list follow-up, product recommendations, and reengagement of previous customers.
• Track client outreach, follow-ups, and sales results, and provide regular updates to the Vice President of Sales & Marketing.

Performance Incentives

Eligible for performance incentives based on achievement of established sales goals:

·      Monthly: A gift card for meeting the monthly sales goal.

·      Semi-annually: Jewelry of the employee’s choice from eligible Sheryl Lowe Designs merchandise for meeting the established semi-annual sales goal.

·      Annually: An incentive bonus for exceeding the established sales goal target.

Sales goals, gift card values, annual bonus amounts, eligible jewelry, and incentive eligibility requirements will be provided in writing before each applicable performance period.

Qualifications

• Previous experience managing client relationships is required; experience in luxury retail, jewelry, or client-focused sales is preferred.
• Excellent verbal and written communication skills with a warm, professional approach.
• Strong listening skills and the ability to anticipate customer needs.
• Organized, detail-oriented, and able to manage multiple requests and follow-ups.
• Comfortable using customer management systems, order platforms, and standard office software.
• A collaborative attitude and commitment to delivering exceptional client engagement service.
• Demonstrated ability to meet sales goals and follow through on client commitments and exemplify as a high achiever.

Why Join Us

We offer competitive compensation, health coverage, paid time off, employee discounts, and 401(k) benefits.