Position Overview
We are seeking a Digital Customer Concierge focused on managing the entire online luxury client and sales experience. In this role, you will manage all aspects of the digital journey of clients who purchase their watches and jewellery pieces online. As a new luxury brand, our aim is to surprise and delight each client across every channel. Your role is to create and manage the relationship with clients who purchase through online channels and make the digital experience as delightful as an in-store experience.
This includes ensuring that every online interaction reflects the highest standards of luxury. You will be responsible for building deep client relationships through our digital channels, personalising each step of the online journey, and translating emotion into every sale. From initial inquiries to post-purchase follow-up, your work will ensure that clients experience House of Wunder as intensely personal, even from a distance. This is why we see this role as a client concierge focused on the client experience rather than a traditional transactional sales role.
Key Responsibilities
Digital clients experience, engagement, success, and retention
* Manage the digital client journey ensuring a seamless process that priorities satisfaction and long-term success.
* Design and deliver personalised experiences across email, chat, video calls, and messaging platforms that build trust, strengthen relationships, and foster loyalty.
* Partner with Marketing to design and execute digital sales campaigns, including seasonal activations, new launches, and pre-order initiatives.
* Analyze Salesforce data to manage the long-term client relationship, identify new sales opportunities and tailor outreach to specific client profiles.
Client interaction and online clienteling
* You will be the first and ongoing point of contact for all online inquiries, delivering fast, warm, and knowledgeable service aligned with the brand’s tone and values.
* Create personalised digital appointments and product presentations using video, screen share, and other content tailored to each client.
* Craft and deliver thoughtful, personalised follow-ups — from thank-you messages to exclusive gifting and curated touchpoints — to foster loyalty and welcome clients into our private community.
* Maintain detailed client profiles, tracking preferences, key dates, and purchase history to anticipate needs and create moments of surprise and delight.
E-commerce & operational excellence
* Oversee the full lifecycle of online orders, including payment coordination, luxury packaging, white-glove delivery, and follow-up.
* Manage return and exchange processes with a solution-oriented and client-first mindset.
* Collaborate with Operations to ensure product availability, timely shipping, and quality control.
* Work closely with our showroom and sales team to ensure online clients feel part of the brand’s full experience ecosystem.
Digital innovation & CRM excellence
* Leverage Salesforce to segment clients, automate key touchpoints, create e-mail journeys and generate performance reports.
* Work with Marketing and leadership to evolve the online sales journey, integrating existing and new tools and approaches that enhance personalisation.
* Suggest improvements in digital storytelling and shoppable experiences to elevate engagement and conversion.
Required Qualifications
Technical Skills
* Minimum 3–5 years of experience in luxury e-commerce or digital sales, preferably with a fine jewellery, luxury fashion, or watch brand.
* Experience in managing sales and relationships with high-net-worth luxury clients.
* Proven track record of building client relationships through digital channels.
* Deep understanding of luxury service principles and how to translate them into an online environment.
* Proficiency with Salesforce CRM, email marketing platforms, and digital communication tools
* Hands-on experience with Salesforce.
* Strong verbal and written communication skills in English and Spanish (other languages a plus)
* Emotionally intelligent, self-motivated, and comfortable with startup dynamics.
* Passion for luxury, client storytelling, and the art of online relationship-building.
Soft Skills
* Strong problem-solving abilities and analytical thinking
* Excellent communication skills
* Ability to work independently and manage multiple priorities
About House of Wunder
We are a fast-growing exclusive luxury watches, jewelry, and lifestyle brand fusing captivating intensity with Swiss obsession to detail, creating wearable pieces of art that become an integral part of the personality of our clients.
Our philosophy is to refine your wild, igniting a lifestyle of elegance, adventure, and unforgettable moments.