M.Gemi, headquartered in Boston, MA along with offices in New York and Florence, Italy is redefining the luxury products industry by leveraging the uniqueness of Italian manufacturing combined with a technology and data driven predictive supply chain engine. By challenging the long standing design and manufacturing process, we are delivering new products to market in record time and selling direct to the consumer through a state of the art digital platform as well as physical showrooms. As the only brand in the world that delivers new collections of luxury shoes every week, we have a loyal (some say obsessed) and rapidly growing customer base.

Recently named one of Boston’s “50 on Fire” and backed by top tier venture capital firms, M. Gemi is a fast growing direct to consumer start-up with a passion for using technology to reinvent and accelerate eCommerce. We leverage best-of-breed internal and external technologies, coupled with data science and analytics - of which the result is a disruptive business model that creates an exceptional omni-channel customer experience and a revolutionary data driven supply chain operation. 

Our team of data scientists, engineers, product managers, analysts, supply chain experts, multi-generational Italian shoemakers, and passionate creatives are reinventing online consumer shopping experiences, supply chain, experiential retail and accessible luxury.

The Client Experience Associate supports the client experience and client ambassador teams in providing and implementing high-touch acquisition and loyalty-building activities, programs and services across digital and physical interaction channels.

Primary Responsibilities

Client Services: Develop expertise in fit, style and order related inquiries, supporting the evolution of a recognized luxury service experience

• Promote the brand and provide fit and style consultation via live chat/email/sms
• Manage gift card program implementation
• Manage loyalty outreach communications related to returns and referral programs
• Help to convey the brand value proposition across all client touch points
• Assist and service clients using various forms of communication (phone, live chat, email, ect) 

Client Insights: Support our weekly implementation of our loyalty-building Net Promoter System and qualitative client research activities.

• Follow up with client NPS respondents to provide exceptional M. Gemi experiences.
• Tag responses to facilitate NPS trend analysis and tracking.
• Determine outreach strategies to weekly NPS respondents.
• Help to define and implement unique on-brand delight activities to impact loyalty.
• Assist in qualitative research activities such as client interviews and focus groups.
• Assist in synthesizing data and research to summarize key trends and experience improvement actions. 

Fit Shop, Pop-Ups, Charity Events: Assist with fit experience, physical display and inventory management for optimum client and stylists experiences with our physical channels

• Help to engage prospective clients to visit our showroom or join an event
• Track, manage and procure samples and inventory
• Assist experience team in finding perfect fit and style for our guests
• Offer large to small suggestions on ways 
• Support stylists in promoting M.Gemi to their clients

This is a special and unique opportunity to work with an incredible team that is spirited, supportive, and dedicated to superior service standards. In this role, you will create personal and memorable experiences that build a brand connection.