Manager, Client Services

Summary

The Manager, Client Services oversees jewelry and timepiece repair activities, ensuring timely, high-quality delivery and an exceptional client experience. The role serves as a key liaison between boutiques, workshops, and headquarters, and leads team development, training, reporting, and strategic projects.

Responsibilities

• Coordinate repair and adjustment workflows between boutique teams, workshops, and headquarters.
• Review and upscale issues and client complaints, coordinating resolution and coaching teams in problem-solving and de-escalation.
• Develop team understanding of policies and procedures and reinforce a strong client-service mindset.
• Lead alignment meetings with workshops and headquarters and recommend policy improvements based on team and boutique feedback.
• Own and deliver the retail client-service training path, including onboarding and training for new stores and boutique leaders.
• Execute client-service reporting, analyze data for operational efficiencies, and prioritize and delegate team projects.

Requirements

• At least three years of experience in a client-facing role; customer service for fine jewelry and timepiece repairs is preferred.
• Bachelor's degree.
• Excellent interpersonal, communication, and organizational skills with a service-oriented approach.
• Strong Microsoft Office skills, especially Excel and PowerPoint; SAP experience is a plus.
• Experience with luxury consumer products is desired.