Birks Digital Client Advisor

About Birks

Founded in Montreal in 1879 by Henry Birks, Birks is a distinguished Canadian jewellery house whose heritage combines fine craftsmanship, refined design and attentive client service. Renowned for its diamond jewellery and enduring connection to life’s milestones, the brand occupies a distinctive place in Canada’s luxury landscape. As an employer, Birks brings together expertise in jewellery, luxury retail and client relationships, alongside the corporate disciplines that support its business. Its professional environment places a premium on product knowledge, attention to detail and the ability to create meaningful client experiences, offering a compelling setting for careers rooted in luxury and personal service.

Role & Responsibilities

• Deliver a personalized client experience through digital channels, responding promptly and professionally to inquiries five days per week.
• Recommend products tailored to clients and represent the brand through strong knowledge of luxury watches and the Birks client experience.
• Build lasting client relationships through thoughtful, service-oriented communication and assist with after-sales inquiries, including repairs, warranties, and product information.
• Maintain accurate client profiles, communication records, and follow-up activities in the CRM system.
• Coordinate product availability, client appointments, and follow-up requests with Birks boutiques; partner with boutique teams to provide a seamless omnichannel experience and facilitate communication between digital clients and internal departments.
• Follow up on client requests to ensure inquiries are resolved accurately and within the expected timeframe.
• Oversee digital client communications to ensure consistency, accuracy, and alignment with Birks service standards.
• Review client communications, coach and provide 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

• At least two years of experience in luxury retail, client service, hospitality, sales, e-commerce, or a related field.
• Excellent written and verbal communication skills in French and English, with a strong client-service orientation and the ability to communicate professionally, warmly, and confidently.
• Proficient English is required, particularly to communicate regularly with employees and managers outside Quebec.
• Strong organizational, analytical, and communication skills, 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.

Skills

Experience

At least two years in luxury retail, client service, hospitality, sales, e-commerce, or a related field.

Benefits

Hybrid work model (at least three days onsite and up to two days remote per week); competitive earnings including bonuses; group insurance; telemedicine; employee discounts.

Culture

Birks’ workplace culture is rooted in its Canadian heritage and fine-jewellery expertise, placing craftsmanship, attention to detail and personalised client service at the heart of its professional identity. Its environment blends respect for tradition with a contemporary approach to luxury, emphasising product knowledge, thoughtful presentation and lasting client relationships.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.