The ideal candidate for this role will have a minimum three years' experience in a client-facing role, preferably customer service for repairs for fine jewelry and timepieces and Bachelors Degree. You will have excellent interpersonal skills with a service-oriented attitude as well as exceptional communication and organizational skills. The candidate will have 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
What are we expecting from you?
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, all 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.
In this role, you will:
Acts as the primary liaison between boutique teams, workshops, and headquarters regarding the flow of repairs and adjustments
- Reviews and escalates potential issues and client complaints, mobilizing team, partners, and HQ to ensure quick resolution; Coaches in the process of problem solving and de-escalation using emotional intelligence and learned techniques
- Onboards and develops their teams' understanding of policy & procedure; Instills the CS mindset needed to drive a consistently excellent client experience
- Leads meetings with WS and HQ to ensure strategic alignment on the interpretation and execution of policies and propose changes via feedback from the team and boutiques
- Owns and refines the CS Retail Training path by independently facilitating the CS Training, from New Store openings, onboarding new boutique directors, Unveiled, LBP Intermezzo and CS University
- Implements and executes all CS reporting, analyzing the data for areas of operational efficiencies and improvement opportunities
- Strategic responsibility for the teams' projects, both local and from HQ, to prioritize and delegate as needed
Salary Range: $90,000 - $100,000 (Annual)
This role is bonus eligible
