Manager, Client Services

About the role

The Manager, Client Services, is responsible for all jewelry and timepiece repair activities. This pivotal role requires exceptional communication skills and dedication to ensuring an exceptional client experience. The client services team serves as a vital liaison to guarantee the impeccable, timely, and qualitative delivery of every client repair while upholding our commitment to excellence. This role will report to the Director of Customer Service and will be based in New York City.

Responsibilities

• Act as the primary liaison between boutique teams, workshops, and headquarters regarding the flow of repairs and adjustments
• Review and escalate potential issues and client complaints, mobilizing team, partners, and HQ to ensure quick resolution
• Coach the team in problem-solving and de-escalation using emotional intelligence and learned techniques
• Onboard and develop the team’s understanding of policy and procedure; instill the customer service mindset needed to drive a consistently excellent client experience
• Lead meetings with workshops and headquarters to ensure strategic alignment on policy interpretation and execution; propose changes based on team and boutique feedback
• Own and refine the customer service retail training path, including facilitating training for new store openings, onboarding boutique directors, and other key programs
• Implement and execute all customer service reporting, analyzing data for operational efficiencies and improvement opportunities
• Strategically manage team projects, both local and from headquarters, prioritizing and delegating as needed

Requirements

• Minimum three years’ experience in a client-facing role, preferably in customer service for repairs of fine jewelry and timepieces
• Bachelor’s degree
• Excellent interpersonal skills with a service-oriented attitude
• Exceptional communication and organizational skills
• Strong knowledge of Microsoft Office software, especially Excel and PowerPoint
• Previous knowledge of SAP is a plus
• Previous experience with luxury consumer products is desired
• Valid work authorization for employment in the USA

Benefits

• Comprehensive medical, dental, and vision programs
• Health savings and flexible spending accounts
• Life insurance and disability benefits
• 401(k) with employer match
• Paid time off
• Wellness reimbursement benefit
• Employee assistance program
• Volunteer days off to support local community initiatives

Pay

Salary Range: $90,000 - $100,000 (Annual). This role is bonus eligible.