Specific Attributes

Position Title
Client Experience Manager
Location
Kathmandu, Nepal (Baluwatar & Labim Mall)

Salary

NPR 50,000 – 80,000 (+ incentive after 3 months probation based on performance score)

Company Overview
Jewels studio is one of Nepal’s premium diamond jewelry studios, redefining luxury through curated client experiences, exceptional craftsmanship, and relationship-driven service. With a strong focus on concierge-level hospitality and timeless design, Apala is entering a new growth phase focused on operational excellence, luxury consistency, and elevated client journey management across its studios

Role Summary
Jewels Studio is looking for a highly polished, operationally strong, and emotionally mature Client Experience Manager to lead and streamline the luxury client journey across both studio locations.
This is not a traditional aggressive sales role.
The Client Experience Manager will be responsible for ensuring a seamless luxury experience for every client through strong operational systems, showroom discipline, CRM management, team coordination, follow-up culture, and service consistency.
The ideal candidate should understand premium hospitality, luxury retail behavior, relationship management, and operational execution at a high level.
This role requires someone who can bring structure, calmness, accountability, and luxury consistency into a fast-growing premium brand environment.

Ideal Candidate Profile
The ideal candidate should:

• Have excellent communication and interpersonal skills.
• Be highly organized and operationally disciplined.
• Have strong emotional intelligence and professional maturity.
• Understand luxury client psychology and premium service behavior.
• Be calm under pressure and solution-oriented.
• Be detail-focused with strong follow-up discipline.
• Have leadership ability without ego-driven management.
• Be comfortable managing systems, people, and operations simultaneously.
• Understand premium hospitality standards and client handling etiquette.

Skills Required

• CRM management
• Team coordination
• Luxury client servicing
• Operational management
• Reporting & analytics
• Leadership & mentoring
• Communication & presentation
• Conflict resolution
• Process development
• Time management

Preferred Backgrounds
Candidates from the following industries are encouraged to apply:

• Luxury jewelry
• Premium fashion brands
• Boutique hospitality
• Luxury hotels
• Premium retail
• High-end lifestyle brands
• Concierge services
• Client relationship management roles

What Jewels Studio Offers

• Opportunity to work with one of Nepal’s leading premium jewelry brands
• Exposure to luxury clientele and curated experiences
• Leadership growth opportunity within a fast-evolving luxury brand
• Creative and premium work environment
• Strong long-term growth potential

Responsibilities

Client Experience & Luxury Service

• Ensure a consistent luxury experience across both studio locations.
• Monitor and elevate the overall client journey from inquiry to delivery and post-sale follow-up.
• Maintain premium hospitality and showroom presentation standards.
• Ensure all appointments, curated sessions, and VIP visits are executed smoothly.
• Handle and resolve escalated client concerns professionally and calmly.

CRM & Follow-Up Systems

• Oversee CRM discipline and ensure accurate client data management.
• Ensure timely follow-ups for quotations, pending decisions, deliveries, repairs, and custom orders.
• Create systems for repeat client engagement, milestone reminders, anniversaries, and relationship-building activities.
• Improve retention and repeat purchase experience.

Operations & Team Coordination

• Coordinate between Sales, Production, Accounts, Marketing, and Store Operations teams.
• Ensure smooth communication and execution flow between departments.
• Conduct regular operational reviews and showroom audits.
• Monitor showroom readiness, appointment schedules, staffing discipline, and client handling quality.

Reporting & Performance Management
Track key metrics including:

• Conversion rates
• Repeat client percentages
• Follow-up completion
• Client retention
• Pending quotation ageing
• Appointment performance
• Service quality standards
• Prepare weekly operational and client experience reports for management review.
• Help develop SOPs and luxury service standards for the organization.

Leadership & Culture

• Build a culture of accountability, professionalism, responsiveness, and luxury discipline.
• Train and mentor showroom teams on luxury hospitality and client communication standards.
• Ensure both stores operate under one aligned brand experience.
• Reduce operational chaos by introducing systems, structure, and process clarity.
   

Experience

-Minimum 5–8 years of experience in:

• Luxury retail
• Premium hospitality
• Client relationship management
• Boutique operations
• High-end fashion/jewelry/lifestyle brands

- Previous experience managing premium client experiences or multi-location retail operations preferred.
- Experience in luxury jewelry, fashion, hospitality, or premium lifestyle  brands is highly preferred.

Education

Minimum 3 years of experience required.