Client Experience Associate (CXA)

Client Experience Associate (CXA)

Reports To: Client Experience Manager

About the Role

The Client Experience Associate (CXA) is the hospitality and service leader for a designated market of studios (typically 3 to 5 locations). The CXA ensures the client journey is flawless, consistent, and aligned with premium brand standards.

As a visible, field-based leader, you guide front-of-house teams, spot opportunities to elevate service, and step in to resolve escalated client concerns. You help every studio deliver a polished, welcoming, and consistent experience while supporting operational flow and team culture.

You are in the heart of the action every day, guiding in real time, shaping the studio environment, and setting the standard for service excellence across your market. The ideal CXA thrives in fast-paced settings, leads with empathy, and takes pride in lifting both teams and client experiences to their highest potential.

Focus

1. Customer Experience (CX) & Hospitality

• CX Performance: Act as the primary support of CX performance trends and execution within your market.
• Fitting & Journey Observation: Observe fittings and front-end operations to ensure every client interaction meets premium brand standards.
• CX Workshops: Lead 4 annual quarterly workshops (and additional sessions if needed) per shop to reinforce excellence, address gaps, and celebrate wins.
• Feedback & Evaluation: Review CX workshop points with staff, providing coaching where standards fall short and acknowledging where expectations are exceeded.

2. Daily Operations & Studio Maintenance

• Morning Coordination: Send daily messages with client follow-ups, calendar updates, rushes, or RFAs.
• Shop Presentation: Maintain lobby and fitting room organization, cleanliness, and inventory levels across all studios.
• Staff Support: Handle day-to-day operational adjustments and reassignments as needed.

3. Support & Problem Resolution

• Client Issue Resolution: Address real-time escalations in studios and follow up on ongoing client concerns.
• Remote Communication Management: Monitor and respond to Google Reviews, Yelp inquiries, surveys, and Zendesk tickets within your market.
• Emergency Coverage: Provide interim coverage for Studio Experience Coordinators during unexpected call-outs.

4. Field Presence & Auditing

• Shop Visits: Maintain consistent in-person presence across all studios.
• Studio Audits: Conduct regular audits of QC racks, Slack processes, compliance with break policies, and Customer Experience Operational standards.
• Team Evaluation: Complete performance evaluations (e.g., Month 2) for Front Desk Operations.
• Communication Log: Maintain a Notion log of findings, wins, and improvement opportunities to keep the SAM and leadership informed.

5. Shared Responsibilities with SAM

While the CXA owns client-facing operations, you collaborate with the Studio Area Manager to ensure:

• Quality Control (QC): Products meet brand standards consistently.
• Team Culture: Teams remain positive, professional, and solutions-oriented.
• Mutual Coverage: Both roles maintain visibility into each other's responsibilities for seamless coverage during absences.

Who You Are

• A Hospitality Leader: You elevate every client interaction and hold a high bar for service excellence.
• A Builder: You proactively improve systems, culture, and structure across studios.
• A Self-Starter: You thrive in a fast-paced, field-based role and take ownership of priorities.
• People-First: You care deeply about clients and teams, building trust and coaching with empathy.
• Operationally Strong: You notice gaps, document thoroughly, and keep things running smoothly.
• Solution-Oriented: Challenges energize you; you stay calm, focused, and professional under pressure.
• Highly Present: You build relationships face-to-face and are a trusted presence across studios.
• Discreet & Professional: You handle sensitive matters with integrity and judgment.
• Collaborative: You communicate clearly and confidently, building strong cross-functional partnerships.

Qualifications

• 23+ years of experience in luxury retail, showroom, hospitality, or multi-unit operations.
• Demonstrated experience leading client-facing teams.
• Proven ability to manage escalated client situations independently.
• Strong cross-functional communication skills.
• Experience in garment-based environments strongly preferred.
• Systems-oriented; comfortable with Zendesk, Google Workspace, Slack, and Notion.
• Experience in high-growth or multi-location environments preferred.

Why This Role Is Compelling

At alts | Alteration Specialists, you are shaping how clients feel during some of the most meaningful moments of their lives.

This role offers the opportunity to:

• Lead hospitality standards across multiple studios.
• Influence service execution at scale.
• Partner cross-functionally with operational leadership.
• Strengthen brand reputation and client loyalty through visible, hands-on leadership.

You will be the guardian of the client journey, ensuring excellence is not accidental, but intentional and repeatable.