Digital Client Advisor

Since 1879, Birks has been a luxury jeweller renowned for the quality, exclusivity, and uniqueness of its creations, as well as the excellence of its service.

We are seeking a Digital Client Advisor to oversee digital client communications and deliver an exceptional, personalized experience across our online channels.

In this role, you will respond to client inquiries, provide product recommendations, coordinate with our retail boutiques, and ensure that every digital interaction reflects the elevated service standards of the Birks brand. You will also support system testing, communication quality control, team training, and performance reporting.

Hybrid role supporting the Rolex and Tudor business, with a minimum of 3 days onsite and up to 2 days remote per week, offering opportunities for growth and expanded responsibilities over time.

Key Responsibilities

Digital Client Experience

• Deliver an exceptional and personalized client experience through digital communication channels, responding promptly and professionally to client inquiries 5 days per week.

• Provide tailored product recommendations and act as a brand ambassador by showcasing strong knowledge of luxury watches and the Birks client experience.
• Build lasting client relationships through thoughtful, service-oriented communication and support after-sales inquiries, including repairs, warranties, and product information
• Maintain accurate client profiles, communication records, and follow-up activities within the CRM system.

Boutique Coordination

• Coordinate product availability, client appointments, and follow-up requests with Birks retail boutiques, while partnering with boutique teams to deliver a seamless omnichannel client experience and facilitate effective communication between digital clients and internal departments.
• Follow up on client requests to ensure inquiries are resolved accurately and within the expected timeframe.

Quality Control and training and team support

• Oversee digital client communications to ensure consistency, accuracy, and alignment with Birks service standards.

• Review client communications, provide coaching and feedback to boutique teams, and support continuous improvement of the client experience.

• Develop and maintain training materials, communication guidelines, and best practices to support service excellence across the network.

Qualifications

• Minimum of two years of experience in luxury retail, client service, hospitality, sales, e-commerce, or a related field.

• Excellent written and verbal communication skills in both French and English, with a strong client-service orientation and the ability to communicate professionally, warmly, and confidently.

• Strong organizational, analytical, and communication skills with exceptional attention to detail and the ability to manage multiple priorities in a fast-paced environment.

• Proficiency with Microsoft Office Suite, particularly Excel, Outlook, Word, and PowerPoint.

*Please note that due to the nature of the responsibilities of the position, a proficient level of English is required, in particular to communicate on a regular basis with employees and managers outside of Quebec.

In return for your commitment to excellence, we offer:

• Hybrid work model
• Competitive earnings, including bonuses
• Group Insurance benefits
• Telemedicine
• Employee discounts