Client Relations Coordinator (CRC)

About the Role

The Client Relations Coordinator (CRC) provides critical day-to-day support to the Sales Associates by assisting with operational tasks, client preparation, and follow-up so that the sales team can remain focused on serving clients and driving sales. This role works in close partnership with the Sales Operations Specialist to ensure operational tasks are handled efficiently without requiring Sales Associates to step away from the sales floor. The CRC helps create seamless client experiences by supporting the consultants, preparing for client appointments, managing client information, and assisting with clienteling efforts.

Responsibilities

• Sales Floor Support
  • Provide active support to the sales team throughout the day to ensure a seamless client experience.
  • Remain available on the sales floor to assist associates during client interactions.
  • Assist sales associates in preparing merchandise and materials needed for client presentations.
  • Assist with after-sales presentations.
• Sales Team Coordination
  • Work closely with the Sales Operations Specialist to ensure operational tasks are handled efficiently for the sales team.
  • Help ensure that Sales Associates do not have to step off the sales floor for operational tasks whenever possible.
  • Maintain consistent communication with both the sales team and operations team to support workflow.
• Client Appointment Preparation
  • Assist in preparing for upcoming client appointments by gathering merchandise, repair items, proposals, and relevant client information.
  • Help coordinate client preparation so consultants are fully ready before appointments.
  • Book appointments via phone, text, or email for Sales Associates as needed.
  • Assist with managing sales associate calendars when requested.
  • Assist with during and after-sale needs: jewelry cleaning, repair intake, special orders, PQRs, and any necessary after-sales follow-up.
• Client Relationship & Clienteling Support
  • Assist sales associates with clienteling initiatives and relationship-building efforts.
  • Pull Clientbook reports and assist with entering client information and updates.
  • Help coordinate and send personalized client outreach, including:
    • Thank-you cards
    • Birthday and anniversary messages
    • Event invitations and client outreach lists
  • Ensure Bailey’s Clienteling standards are met consistently.
  • Assist with curated call lists and mailers during upcoming events and campaigns.
• Client Profile & Data Support
  • Manage and maintain Gina client profiles, ensuring profiles are accurate and consistently updated.
  • Support tracking and documenting Diamond Opportunities.
  • Assist with tracking bridal consultations and related client information.
• Order & Client Follow-Up Support
  • Help track salesperson bins, special orders, PQRs, To-Dos/Tasks, completed repairs, and transfers to ensure timely client follow-up.
  • Assist sales associates in monitoring open orders and helping coordinate follow-up communications.
  • Support the preparation and packaging of purchases for clients with care and attention to detail.
• POS & Transaction Assistance
  • Operate the POS system to assist with transactions including sales, returns, exchanges, and special orders when needed.
  • Assist with creating basic repair estimates and facilitating repair intake for clients.
• Department Management and Inventory Support
  • Help maintain case counts.
  • Ensure your sales team’s departments are walked daily.
  • Daily replenish and organize service drawers in your assigned departments.
  • Support putting out merchandise in your assigned department and maintain visual standards.
• Event & Campaign Support
  • Assist the sales team with preparation for curated trunk shows and store events.
  • Support sales associates in preparing client outreach materials for events and campaigns.
  • Help provide social media content ideas and assist in creating materials for individual sales associate platforms.
• Administrative Support
  • Assist with Adaptive To-Do items as needed.
  • Help organize materials for meetings and sales initiatives.
  • Support quarterly project-based tasks related to sales support and client engagement.

Working Relationship

The CRC works in partnership with the Sales Operations Specialist:

• Client Relations Coordinator: Focuses on daily sales floor support, client preparation, and clienteling assistance.
• Sales Operations Specialist: Oversees deeper operational management including order tracking, reporting, workflow systems, and operational coordination.

Daily Responsibilities

• Check in with each sales associate daily preparing for the day.
• Upcoming appointments.
• Support any social media content.
• PQR & Special order follow-up.
• Clientbook follow-up (7 steps).
• Replying to messages promptly.
• Managing and preparing for client appointments:
  • Review purchase history.
  • Tray product for presentation.
  • Follow up on any client repairs necessary after the sale is complete.
  • Letter of value or appraisal.
  • Ensuring client received merchandise.
• Managing sales team’s client follow-up to ensure it is executed in a timely manner.
• Case Counts input.
• Assisting with operations/repair for client appointments and follow-up.
• Collect Diamond Client cards and input into Clientbook and Diamond Docs.
• Reset and prepare diamond presentation trays.
• Walk showcases for individual departments.
• Service drawer organization of understock & props.

Weekly Responsibilities

• Manage Adaptive To-Do’s.
• Manage Clientbook follow-up in partnership with Brian.
• Manage weekly contact cards to ensure they are complete.
• Confirm all diamond follow-up is complete after the sale.
• Manage top client profiles based on sales.
• Print and post weekly diamond reports.
• Distribute holds to be followed up on.
• Preparing, executing, and tracking curated client events.

Monthly Responsibilities

• Curate client call list and event preparation.
• Clienteling reporting pull for monthly calls:
  • Events.
  • Birthday and anniversary.
  • Diamond opportunities – Diamond Docs/Clientbook.
• Execute monthly hugs.
• Preparing for monthly vendor-hosted events in partnership with marketing and store concierge by department.
• Bailey Bride University preparation and follow-up.

Quarterly Responsibilities

• Curate client call list and event preparations on a quarterly basis.