Client Services Operations Manager, US

About the Brand

ZIMMERMANN is a global luxury fashion brand, founded in Sydney in 1991 by sisters Nicky and Simone Zimmermann. Renowned for its signature approach to sophisticated femininity, distinctive prints, and exceptional craftsmanship, the brand is present across Australia, Europe, the Americas, the Middle East, and Asia. Nicky Zimmermann’s creative vision and Simone Zimmermann’s strategic leadership have formed the foundation of the brand’s success. Their partnership – balancing design innovation with strong commercial direction – remains central to ZIMMERMANN’s identity and growth. Today, ZIMMERMANN continues to redefine modern luxury with collections that celebrate self-expression. Grounded in Australian sun-soaked optimism, the brand resonates with women around the world.

Our global teams are united by a shared commitment to creativity, quality, and evolving the brand with integrity and purpose. At ZIMMERMANN, our people are at the heart of everything we do. We are committed to empowering talented individuals to build meaningful careers within an inclusive, collaborative, and forward-thinking environment – where craftsmanship and innovation are celebrated, and individuality is valued.

About the Role

The Client Services Operations Manager, US will ensure the efficient and profitable running of the US Client Services team. You will drive client loyalty by promoting excellence in service quality, product knowledge, and relationship management across the US team, fostering a "client first" mindset in accordance with Zimmermann’s core values. This role involves collaborating with the Global Training team and CS market managers to enhance the digital shopping experience.

Responsibilities

• Client Services Management
  • Manage all available client contact channels for the business (email, chat, phone, text, WhatsApp, social).
  • Action tickets alongside the team, particularly complex or sensitive cases, and provide support during high-volume periods to maintain a hands-on understanding of client issues.
  • Lead by example and set the standard for resolution quality.
  • Ensure the US CS team achieves excellence in service quality, SLA metrics, individual performance targets, sales metrics, and positive client feedback.
  • Develop a team with:
    • A deep, extensive knowledge of all products, their features, and benefits.
    • A "client first" mindset – delivering excellent, genuine, refreshing, and memorable client service.
    • Strong cross-market knowledge and proficiency in all relevant service systems.
    • High engagement and a commitment to internal growth and development.
    • A positive reception to helpful and constructive feedback, normalizing a consistent feedback loop.
  • Meet financial objectives and operational expectations by forecasting rosters and capacity.
  • Maintain market training materials and collaborate with Global Training management on ongoing brand, product, system, and service training.
  • Collaborate with cross-region Client Services Managers to foster creativity and positivity among international team members, achieving global consistency in operations and experience.
  • Generate relevant reporting on team performance, utilizing data from appropriate sources, and translate insights into actionable changes (e.g., staffing adjustments, training focus, process improvements).
  • Conduct weekly QA of team tickets, providing feedback and coaching to maintain service quality and consistency across channels.
  • Maintain a strong working knowledge of core CS systems and champion best-practice usage across the team.
• Omnichannel and Operational Excellence
  • Partner with the Operations team to resolve client experience issues end-to-end in a timely manner.
  • Own the resolution of delivery and fulfillment issues, working directly with couriers and 3PL partners to troubleshoot delays, damages, lost parcels, and service failures.
  • Track courier and 3PL performance trends and escalate recurring problems to relevant internal stakeholders.
  • Adhere to broader company escalation processes and diligently follow up with cross-functional teams.
  • Approve effective resolutions for client escalations while elevating the team’s confidence in problem-solving.
  • Maintain a strong understanding of the Client Journey, from placement to delivery, to proactively identify pain points and provide solutions or escalate issues to minimize impact.
  • Work closely with Retail Management to resolve client issues collaboratively and deliver a consistent omnichannel experience.
  • Benchmark against industry standards and propose recommendations to align practices, service levels, and tools with the market.
  • Contribute to cross-functional projects and analysis, partnering with Retail, Operations, Global Training, and Projects teams as needed.
• Team Management & HR
  • Cultivate a high-performing, stable, and engaged team with clear succession pathways.
  • Create an enjoyable working environment that promotes passion, empathy, focus, and discipline.
  • Serve as a role model for team members to go above and beyond for clients.
  • Monitor and analyze team performance, identify training opportunities, and implement new strategies to improve client service quality.
  • Shortlist candidates for US Client Services recruitment roles and conduct interviews.
  • Manage the US Client Services roster based on business needs and budget.
  • Recruit and train team members according to Zimmermann’s induction programs and job descriptions.
  • Conduct yearly appraisals for Client Services team members.
  • Ensure administration is carried out accurately and efficiently in line with Zimmermann’s policies and procedures.
• Workplace Health & Safety (WHS)
  • Participate in developing a safe and healthy workplace.
  • Cooperate with management in fulfilling its legislative obligations.
  • Report any injury, hazard, or illness immediately to Human Resources or a supervisor.
  • Ensure actions or omissions do not place others at risk.
  • Avoid willfully or recklessly interfering with safety equipment.
• Key Performance Indicators (KPIs)
  • Client satisfaction is consistently achieved with no "Client Services" client complaints.
  • Team call acceptance rate > 99%, with > 80% of calls accepted within 20 seconds.
  • First reply time to incoming emails < 1 hour.
  • First chat greeted by name < 30 seconds.
  • Perform daily monitoring and ownership of client service metrics, conducting weekly quality assurance reviews (minimum 10 tickets per agent) with feedback provided.
  • Revenue generated by the CS team meets or exceeds monthly targets.
  • 100% team completion of Z.Style Suite training by set dates.
  • Demonstrate proactive outreach to clients in accordance with global guidelines.
  • Demonstrate team member growth and development.
  • Adherence to Zimmermann's Policies & Procedures.

Benefits

• Bespoke career development plans and access to strong mentors and industry leaders.
• Opportunity to grow within an Australian luxury fashion brand with global work opportunities.
• Competitive package and team member discount.
• Be part of a responsible fashion house with a focus on sustainability.

Pay

$95,000 – $98,000 USD per year.

ZIMMERMANN utilizes the advertised hourly range as a benchmark to offer candidates competitive compensation in the market. This approach allows for flexibility to account for differing levels of experience and to reward both performance and tenure. Although the published salary range is a genuine estimate of the intended pay for the role, ZIMMERMANN maintains the discretion to offer compensation outside the range provided.