Overview
We are seeking a hands-on, detail-driven Customer Experience & Operations Specialist to join our team at Emily Bridalwear, one of the UK's leading luxury bridal boutiques. In this role, you will be the bridge between our brides, seamstresses, and the boutique floor, ensuring every gown is prepared to perfection and every appointment runs seamlessly.
You'll be the first point of contact for brides after their purchase, guiding them through fittings and collections, while also managing stock, boutique presentation, and operational organisation. Your passion for excellence and keen eye for detail will play a crucial role in enhancing customer satisfaction, boutique standards, and business growth.
Key Duties
Customer Experience
* Act as the main contact for brides post-purchase through to collection.
* Run fittings, collection, and preparation appointments with warmth and precision.
* Provide calm reassurance and solutions if issues arise.
* Support stylists during busy sales days, ensuring every bride feels fully supported.
* Handle enquiries and customer communications with professionalism across phone, email, and in-person.
Dress Preparation & Alterations Support
* Steam, press, and prepare gowns to perfection.
* Carry out minor sewing tasks (bustles, appliqué fixes, hook/eye loops).
* Quality check gowns before every fitting and collection.
* Liaise with seamstresses to ensure timely, accurate alterations.
* Track and input alteration costs accurately into systems.
* A whizz at getting makeup and fake tan off sample gowns.
Orders, Stock & Housekeeping
* Receive and check all deliveries (gowns, accessories, stock).
* Input new stock into CRM and prepare items for display or storage.
* Plan and rotate gowns for appointments, seasonal displays, and events.
* Maintain stock accuracy and ensure supplies never run out.
* Keep boutique, stockroom, and steaming areas immaculate — treating the boutique as a show home.
Boutique Presentation & Brand Support
* Lead on merchandising, ensuring gowns in windows/displays are rotated weekly.
* Maintain boutique presentation standards to reflect a premium brand.
* Assist with social media campaigns and in-store content creation.
* Support boutique events (trunk shows, shop campaigns) with preparation and execution.
Business Development & Growth
* Participate actively in team meetings, contributing ideas to improve processes and elevate the customer journey.
* Provide feedback from day-to-day operations to inform wider business decisions.
* Continuously review the customer journey to improve touchpoints and service standards.
* Support the owner in operational development and boutique growth projects.
Skills & Experience Required
Essential
* Front-of-house or client-facing experience in a boutique, practice, or premium retail environment.
* Sewing and garment prep skills — confident with steaming, pressing, and small gown repairs.
* Stock handling and order management experience, including receiving deliveries and using CRM/stock systems.
* Strong attention to detail — "that'll do" is not in your vocabulary.
* Excellent organisation and planning skills.
* Calm, professional communicator, confident in resolving issues.
* Ability to work flexibly with seasonal hours, including late nights (Wednesdays) and full summer availability.
Desirable
* Bridal or luxury fashion background or a proven track record to nail all of the above.
* Experience contributing to social media, campaigns, or events.
* Previous involvement in process improvements or customer journey reviews.
* Analytical mindset with ability to spot trends in customer feedback.
* Multilingual abilities are a bonus, but not essential.
Working Pattern
* Peak Season (Spring/Summer, Sept/Oct): Monday–Friday core days, late Wednesday evenings (up to 10pm), and occasional Saturday/Sunday Event dates (working pattern adjusted for this). Full availability during summer peak is essential.
* Quieter Season (Winter/New Year): Shorter Mondays (or Mondays off) and earlier finishes, with more focus on projects, stock reviews, training, and campaign development.
Pay & Bonus Structure
* £14/hr (≈ £27,300/year full-time equivalent at 37.5 hrs/week average a week across the year).
* Monthly quality bonus (£50/month if no alteration complaints/refunds).
* Profit margin bonus (£50–£100/month if boutique GPM target is achieved).
* Event bonus (£100 for supporting trunk shows and campaigns).
Why Join Us?
* Be part of a leading luxury bridal boutique with a reputation for excellence.
* Varied, hands-on role where no two days are the same.
* Work in a supportive, passionate team.
* Opportunity to shape both boutique operations and customer experience.
* Play a central role in helping every bride feel celebrated and cared for.
If you're detail-obsessed, thrive on organisation, and love nothing more than delivering perfection, we'd love to hear from you.
Job Types: Full-time, Part-time
Pay: £12.50-£14.00 per hour
Expected hours: 32 – 39 per week
Benefits:
* Flexitime
Work Location: In person