Brand Experience Liaison

Responsibilities

• Curate and enhance the experience, both internal and external, for Hamilton’s key brand partners through engagement and efficiency opportunities.
• Implement existing procedures, and establish new procedures, for brand education, service excellence, hospitality programs, and overall customer experience through in-person and online channels.
• Craft and implement communication excellence for client interactions related to Hamilton’s key brand partners and, where applicable, the Hamilton brand.
• Serve as the first Hamilton representative to interact with clients inquiring about specific brand partners through online channels, responding and/or triaging communication in an organized and professional fashion.
• Ensure proper follow-up from Hamilton associates to clients who have inquired about certain specific Hamilton brands, developing and adjusting the appropriate follow-up cadence in-line with needs of the business and the brand.
• Identify both internal and external resources to integrate in the brand partner experience through promotions, partnerships, and other creative ideas.
• Affiliate with representatives from Hamilton’s brand partners to implement internal experience initiatives such as e-learning, product launches, trainings, and technology tools, and to share best practices.
• Work with Technology & Enablement Department to determine appropriate technologies to elevate the client experience and enhance the team member experience.
• Develop procedures for assessing client experience for Hamilton’s brand partners, including implementation of mystery shop initiatives, surveys, and client feedback opportunities.

Qualifications

• Strong understanding of client experience, the needs of a luxury consumer, and the work that goes into creating that experience.
• Impeccable communication skills, especially written skills, to ensure clarity and professionalism when interacting with clients, team members, and representatives from Hamilton’s brand partners.
• Passion for creating meaningful, sustainable contributions that enhance the experience for all.
• Ability and willingness to work quickly and efficiently while maintaining quality of work, often performing multiple tasks with short deadlines, and handling high volumes of work.
• Ability to spot trends or gaps, awareness of market and industry happenings.
• Interest in self-development through professional education and Hamilton / partner training programs.
• Computer proficiency, or ability to learn digital CRM and business management programs in use by the company.