Customer Services - Luxury Brand

Client Services & Retention Executive – Dynamic Wine and Spirits Company

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Are you passionate about delivering exceptional service to high-value clients? Do you thrive in a fast-paced, luxury environment where attention to detail, professionalism, and client satisfaction are paramount?

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We are seeking a Client Services & Retention Executive to join a prestigious wine and spirits retail and investment firm based in central London. This is not a sales role – your focus will be on delivering premium service, building strong relationships, and ensuring an outstanding client journey for high-net-worth individuals.

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Key Responsibilities:

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• Serve as the primary point of contact for client interactions, delivering prompt, polished support.

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• Manage and resolve client enquiries and/or complaints – both new and pre-existing – with professionalism and care.

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• Proactively support clients with portfolio updates, investment queries, and service concerns.

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• Act as a trusted problem-solver, addressing issues swiftly to maintain strong, enduring relationships.

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• Champion a seamless, high-touch customer experience tailored to HNW and UHNW individuals.

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• Develop and implement strategies to enhance client satisfaction and loyalty.

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• Monitor service metrics and feedback to drive continuous improvement.

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• Collaborate closely with internal teams, including sales, marketing, logistics, and finance, to ensure excellent service delivery.

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• About You:

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• Proven experience in client success, customer service, or account management, ideally within wine and/or whisky, luxury investments, or private members clubs, high-end hospitality.

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• A strong knowledge or genuine interest in wine and/or spirits is highly desirable; they will offer you the opportunity to attend courses.

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• Adept at managing and nurturing relationships with discerning, high-value clients.

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• Excellent communication skills – articulate, composed, and confident with both verbal and written interactions.

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• Analytical and solutions-focused – able to think on your feet and use initiative.

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• Exceptionally well-presented and professional – a true ambassador for the brand. Friendly, upbeat, and service-driven with a “go the extra mile” attitude.

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• Comfortable in a dynamic, fast-evolving environment and eager to take ownership of your role.

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• This is a unique opportunity to become part of a highly regarded, dynamic and entrepreneurial premium brand at the forefront of the wine and spirits industry

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• You’ll work with a passionate, supportive team and a global clientele who expect – and deserve – the very best.

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