Customer Services Executive - Luxury Wine & Spirits Brand

Are you passionate about delivering outstanding service to high-value clients? Do you thrive in a premium, fast-paced environment where attention to detail and client satisfaction are everything?

We’re looking for a Customer Services & Retention Executive to join a prestigious wine and spirits sales and investment firm in central London. This is not a sales role – your focus will be on client care, retention, and ensuring a seamless experience for a discerning HNW global clientele.

Key Responsibilities:

• Act as the main point of contact for client communications, providing prompt, professional support.
• Resolve enquiries and complaints with care and discretion, ensuring issues are handled efficiently.
• Manage webchat interactions for both retail and private clients, referring buying enquiries to account managers where needed.
• Support “orphaned” clients (not currently assigned to an account manager), resolving issues or handing them over if they choose to buy again.
• Take ownership of challenging or escalated clients passed on by account managers, finding effective resolutions.
• Handle client complaints or sale requests with tact and creativity – including office visits or goodwill gestures when appropriate.
• Monitor and improve client satisfaction and retention metrics.
• Work cross-functionally with sales, logistics, marketing, and finance to ensure smooth service delivery.

About You:

• Experience in customer service, client success or account management – ideally within luxury, hospitality, wine & spirits, or private client services.
• Excellent communication skills – professional, polished, and empathetic.
• Confident managing high-value relationships and sensitive issues.
• Proactive, solutions-focused, and highly organised.
• Passion for fine wine and spirits is a strong plus – training and tastings are available. Impeccable personal presentation and a warm, client-first attitude.
• This is a rare opportunity to join a leading name in the luxury wine and spirits sector, working with a world-class team and clientele.
• If you’re service-obsessed and thrive in a fast-moving, high-end environment, we’d love to hear from you.

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