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.

1. 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.

1. 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.

1. 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.

1. 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

• 2–3+ 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.