Provide exceptional online styling and customer care to our brides post-purchase via email, phone, live chat, and social media
Conduct virtual styling consultations and guide brides through gown selection and purchasing
Respond to customer service and production inquiries via email, phone, and online channels within 24 hours
Assist brides with post-sale add-ons such as veils and accessories, ensuring timely processing and updates
Support cross-functional campaigns, product launches, and seasonal initiatives
Escalate issues appropriately to the Global Customer Experience & Online Sales Manager
Provide insights on trends, customer feedback, and product opportunities to improve experience and conversion
Maintain accurate data entry for all customer interactions using NetSuite and CX trackers
Assist with order updates, exchanges, alterations, and troubleshooting as needed
Collaborate with internal teams including Boutique Stylists, Inventory & Production, Marketing, Finance, and Development & Operations to ensure a seamless bridal journey

Minimum 1 year experience in high-end retail, online styling, or customer experience
Proven success in delivering luxury-level customer service and support
Exceptional written and verbal communication skills
Demonstrated ability to drive sales and achieve strong results, including meeting KPI targets
High attention to detail, organisational strength, and professionalism
Confidence with digital platforms (MS Office, NetSuite, Outlook) and online chat/booking tools
Ability to work individually and in a team to achieve targeted results
Ability to adapt in a fast-paced, evolving environment while maintaining empathy and composure
Alignment with Grace Loves Lace Mission and G.R.A.C.E. values (Graceful, Respectful, Authentic, Caring, Exceptional)

Virtual Bridal Stylist, Customer Experience Specialist

Key skills