Sales support and client success specialist

We are seeking a highly organized, detail-oriented, and client-focused, Sales Support and Client Success Specialist to support our bridal sales team and deliver a seamless, high-touch experience to every bride.

This role sits at the intersection of Sales, Operations, and Client Experience - ensuring that every client interaction is handled with precision, warmth, and efficiency, while supporting the backend administrative processes that drive revenue.

You will play a critical role in:

• Supporting sales conversions

• Ensuring financial accuracy in transactions

• Managing client communications across all touchpoints

• Maintaining a premium, luxury-level client experience

Responsibilities

1. Sales Operations (Backend Support)

• Create accurate invoices, purchase orders, and payment documents using Zoho

• Verify all client payments (HitPay, bank transfer, PayNow)

• Update payment statuses, security deposit records & outstanding balances

• Accurately update on all bookings, fittings, and gown statuses

• Maintain accurate, real-time updates in Airtable and internal systems

• Support the gown lifecycle process from booking fittings collection return

2. Client Communication & Success Management

• Respond to all client inquiries (WhatsApp, email, Instagram, website leads) in a timely, warm, and professional manner

• Provide clear guidance on:

  • Appointment availability

  • Pricing ranges

  • Process and timelines

• Follow up consistently with leads to maximize appointment bookings and conversions

3. Purchase Orders & Vendor Coordination

• Prepare and issue Purchase Orders (POs)

• Coordinate with internal teams to ensure:

  • Order accuracy

  • Timely submissions

  • Proper documentation

• Track order status and update relevant stakeholders

4. Operations & Cross-Department Coordination

• Liaise with the Operations team on gown alterations, readiness, and deadlines

• Track shipping updates, designer confirmations, and logistics

• Ensure timely communication across Sales Ops Finance

• Maintain updated forms, SOPs, and internal documentation

• Support boutique-wide operational needs during peak periods

5. Appointment & Client Journey Support

• Support scheduling and coordination of client appointments

• Send appointment confirmations, reminders, and pre-appointment information

• Ensure all client records and preferences are accurately updated in CRM

• Support stylists by preparing necessary client information ahead of appointments

6. General Administrative Support

• Maintain filing and document organisation on Google Drive

• Update client records, measurement logs & operational trackers

• Manage procurement of office supplies for boutique operations

• Provide administrative assistance to management when required

7. Process Improvement & Systems Thinking

• Identify inefficiencies in workflows and propose improvements

• Support implementation of SOPs and automation tools

• Ensure all processes are scalable as the business grows