Milan Webb
New York,NY
Summary
Client experience professional specializing in high-touch, omnichannel luxury service across retail, e-commerce, and wholesale environments. Brings a disciplined, detail-driven approach to client relationship management, digital support, and operational coordination. Adept in CRM systems, data-informed reporting, and service recovery, with a reputation for elevating end-to-end client journeys through brand-right communication, clarity, and calm execution.
Overview
4
4
years of professional experience
Work History
Client Relations Specialist
Zimmermann
New York, New York
05.2024 - Current
- Supported departmental leadership in workflow coordination, quality control, KPI monitoring, and service escalation management—regularly operating as the manager’s strategic partner during peak volumes.
- Managed a personal client portfolio of 200+ high-value clients, driving sales through product expertise, seasonal craftsmanship storytelling, and tailored styling guidance for VIP, international, and special-event needs.
- Handled complex escalations end-to-end, including high-profile client cases, boutique service recovery, FedEx investigations, and cross-border delivery issues, ensuring timely, brand-aligned resolutions.
- Created operational tools, trackers, and shared Excel files that enhanced cross-functional visibility and alignment across Retail, Warehouse, E-Commerce Fulfillment, Logistics, and the International team.
- Leveraged CRM and system fluency (AP21, Zendesk → Salesforce transition) to support workflow mapping, UAT testing, process optimization, and improved reporting accuracy.
- Authored elevated communication templates and language guidelines to enhance consistency, tone, and efficiency across the Client Services Advisor team.
- Provided training and mentorship, supporting new advisors on luxury communication standards, system navigation, client journey expectations, and KPI-driven service execution.
Design Project Manager
Glamour Decorating
New York, New York
09.2023 - 04.2024
- Led end-to-end sales and design initiatives for premium window treatments, custom closets, kitchen and bathroom furnishings, and motorized Somfy screening systems—including outdoor applications for pools, terraces, and cabanas—delivering fully tailored solutions for luxury residences and commercial spaces throughout Manhattan, Brooklyn, The Hamptons, New Jersey, Connecticut, and greater tri-state markets.
- Collaborated closely with Somfy specialists, stone suppliers, and trade partners to ensure precise specifications, elevated materials, and seamless project execution.
- Partnered with Real Estate Developers, Interior Designers, Architects, Realtors, and hospitality teams on luxury residential and commercial projects, aligning design vision, material sourcing, and installation requirements to support multi-phase builds and elevated client outcomes.
Assistant Sales Manager
Casper
Short Hills, New Jersey
04.2022 - 09.2023
- Provided leadership under the direct Regional Manager by guiding an eight-member Client Advisor team through KPI targets, service standards, and brand storytelling, while overseeing daily sales operations—including transaction processing, inventory accuracy, and client profile management through Solidus and Salesforce—to ensure consistent achievement of daily, weekly, and monthly performance goals.
- Created a new interior designer partnership program, transforming the showroom into a trade-friendly environment where designers could open accounts, collaborate on product selections, and drive high-value revenue. Developed the commission structure and workflow for Client Advisors, enabling consistent trade-driven sales growth.
- Developed and delivered in-store training content to strengthen product knowledge, with a focus on the technology behind Casper’s sleep systems, ensuring associates could articulate features, benefits, and performance metrics with confidence.
- Maintained a personal Salesforce client book and consistently exceeded individual revenue goals, achieving top national sales results and securing the #1 sales position across the company in 2023.
- Recognized with the “Mission Driver” award by the CEO for outstanding performance, innovation, and contribution to store productivity and culture.
- Supported store leadership in visual merchandising, floorset execution, and product storytelling, ensuring alignment with brand guidelines and an elevated, inviting showroom environment.
- Championed high-touch customer engagement, tailoring recommendations based on sleep habits, ergonomic needs, and in-depth product specifications to increase conversion rates and drive long-term customer loyalty.
- Developed elevated merchandising concepts that showcased product narratives and created intuitive client pathways, enabling associates to naturally introduce add-on items and strengthen multi-category sales.
Education
Internship - Wholesale/Marketing
Sachin And Babi
New York, NY05-2021
Associate of Applied Science - Fashion Marketing
Middlesex County College
Edison, NJSkills
- Team Leadership & KPI Performance Management
- Luxury Client Experience & Service Recovery
- Cross-Functional Operations & Process Optimization
- CRM Systems: Salesforce, Zendesk, AP21
- Excel Reporting & Data Analysis (Pivot Tables, VLOOKUP)
- Visual Merchandising & Product Storytelling
- Artificial intelligence integration
- Artificial intelligence solutions
Languages
English
Native/ Bilingual
Timeline
Client Relations Specialist
Zimmermann
05.2024 - Current
Design Project Manager
Glamour Decorating
09.2023 - 04.2024
Assistant Sales Manager
Casper
04.2022 - 09.2023
Internship - Wholesale/Marketing
Sachin And Babi
Associate of Applied Science - Fashion Marketing
Middlesex County College