Client Services Advisor

Founded in 1913 in Italy, the Prada Group was built on a tradition of excellence and with a vision of innovation. The Group, a world leader in the luxury sector, operates in more than 45 countries with the PRADA, Miu Miu, Versace, Church’s, Car Shoe and Luna Rossa brands, and has employees of over 100 nationalities.

JOB PURPOSE

As a Client Services Advisor, you will serve as a trusted brand ambassador for Prada and Church’s in the Americas, representing the Client Services call center with executive presence and professionalism. You will manage omnichannel client interactions (phone, email, chat, SMS, and social platforms) to deliver top-of-class service. This role requires balancing problem-solving with sales, cultivating long-term client relationships, and driving performance against sales and service KPIs.

RESPONSIBILITIES     

• Provide luxury-level client service across all channels, ensuring every interaction reflects Prada’s/Church’s brand values and high standards.
• Handle inquiries and requests, including complaints, post-sale service, product availability, and merchandising support, with professionalism and empathy.
• Consistently meet or exceed call center metrics while prioritizing quality of service and client experience.
• Represent the Client Services team with executive presence and polished communication when engaging with both clients and internal partners.
• Build and maintain long-term client relationships by personalizing experiences, anticipating needs, and offering tailored recommendations.
• Maximize sales opportunities by upselling and cross-selling products through consultative conversations.
• Support clients with post-sale inquiries such as delivery, returns, repairs, and refunds, ensuring timely and accurate resolution.
• Partner closely with boutiques and concessions to resolve order-related issues and deliver seamless service across channels.
• Actively listen to clients, confirm or clarify information, and diffuse escalated situations while maintaining professionalism.
• Execute strategies that strengthen client retention, repeat sales, and engagement.
• Balance inbound service responsibilities with outbound outreach to generate sales, host shopping experiences, and engage clients.
• Share brand knowledge, storytelling, and product expertise in all client interactions, enhancing the overall client journey.
• Identify opportunities for new initiatives, functional enhancements, and service improvements to maximize sales and elevate client experience.

KNOWLEDGE AND SKILLS

• Prior experience in luxury retail, high-end client services, banking, hospitality, or airlines with a proven record of delivering premium client experiences.
• Strong executive communication skills with professional polish and adaptability across written and phone channels.
• Passion for cultivating personalized relationships with clients to drive sales and loyalty.
• Ability to manage complex or escalated client issues with composure, empathy, and solutions-oriented thinking.
• Strong organizational and time management skills, with proven ability to balance service and sales responsibilities.
• Proficiency with CRM systems and ability to navigate multiple digital tools simultaneously with speed and accuracy.
• Ability to learn and demonstrate in-depth product knowledge, storytelling, and brand awareness.
• Fluency in English required; Spanish, Portuguese, or Italian a plus.
• Flexibility in scheduling, including the ability to work extended shifts during peak business periods.
• Must be able to work in the office 4–5 days per week.
• Executive presence and professionalism in all interactions.
• Consultative, client-first mindset with sales drive.
• Adaptability in a fast-paced, luxury e-commerce environment.
• Strong accountability, decision-making, and follow-through.
• Team-oriented collaborator with a growth mindset.

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.

Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.

This position will be paid an hourly rate that may range from $28.00, annualized at $58,240.00, and, if applicable, may be eligible for commission, bonuses, and other incentive opportunities. The rate of pay offered may vary depending on job-related knowledge, skills, and experience.