Client Care Manager, Mandarin Gallery

Rimowa GmbH; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

RIMOWA is seeking an Operations Manager for the Mandarin Gallery Client Care Centre in Singapore. You will lead the Client Care team, supervise technicians and oversee daily operations to deliver outstanding after-sales service for luxury clients, ensuring a seamless journey from inquiry to handover.

Ideal candidates have 5–8 years in client care or luxury retail, strong leadership and excellent English communication.

Qualifications

• Degree or diploma in business, hospitality, retail management, customer experience or a related discipline.
• Five to eight years of relevant experience in client care, customer service or luxury retail.
• Demonstrated leadership and people-management capability.
• Excellent written and spoken English; strong communication and stakeholder-management skills.

Responsibilities

• Lead daily MGCCC operations and ensure delivery of RIMOWA service standards.
• Oversee client inquiries, repair cases and service requests with accurate, efficient handling.
• Provide visible leadership, manage onboarding and training of Client Care members.
• Coordinate repair and technician activities to support timely and quality service.
• Monitor performance metrics and drive improvements in client experience and inventory handling.

Skills

Leadership

People management

Customer service

Problem solving

Communication

MS Office

Education

Degree or diploma in business, hospitality, retail management, customer experience or related discipline

Tools

MS Office

Job description

Welcome to RIMOWA, the first German Maison of the LVMH Group. We are a global lifestyle brand with a mission to create the essential tools for a lifetime of travel.

For more than 120 years, we’ve dedicated ourselves to develop unique products where function coexists with luxury, heritage with innovation, and craftsmanship with design.

At RIMOWA we believe that great ambitions demand resilient companions. It’s why our tools are created with longevity in mind. Because the most meaningful journeys last more than a trip, they last a lifetime. Please join us to discover your own.

The Operations Manager, Mandarin Gallery is responsible for leading the daily operations of the Mandarin Gallery Client Care Centre (MGCCC) and delivering an exceptional after-sales experience for RIMOWA clients in Singapore.

The Manager directly leads and develops the MGCCC Client Care Officer team and provides operational direction to technicians while they are rostered at MGCCC. The role is accountable for client experience, case management, team performance, operational efficiency, MGCCC spare-parts inventory and compliance with RIMOWA standards.

As a client-facing operational role, the position works within MGCCC’s rostered operating hours, with working days and hours flexed according to business and client needs. The Manager is expected to maintain a strong and visible presence at MGCCC while ensuring effective team coverage and a consistently high level of client service.

Key Responsibilities

MGCCC Operations and Client Experience

• Lead the daily operations of MGCCC and ensure the consistent delivery of RIMOWA’s service and operational standards.
• Ensure all client enquiries, repair cases and service requests are handled accurately, efficiently and professionally.
• Maintain a visible managerial presence and ensure clients receive clear, empathetic and solution-oriented service throughout their after-sales journey.
• Take ownership of complex or sensitive client cases and escalte unresolved or exceptional matters to the Store Manager.
• Ensure clients receive accurate and timely information regarding warranty coverage, quotations, repair scope, lead times and case progress.
• Review client feedback, complaints and Net Promoter Score results, and implement appropriate service-recovery or corrective actions.
• Ensure completed repairs and technical work are clearly explained to clients during collection or handover.
• Maintain a safe, secure, organised and client-ready environment within MGCCC.

Team Leadership and Development

• Lead, coach and develop the Client Care to achieve service, operational and performance objectives.
• Set clear individual and team expectations, priorities and standards of accountability.
• Conduct regular team briefings, coaching sessions, performance discussions and development reviews.
• Identify capability gaps and implement appropriate training and development plans.
• Manage the onboarding and training of new Client Care members.
• Plan rosters, shifts, leave and daily manpower deployment to maintain effective operational coverage.
• Foster a positive, collaborative and high-performance team culture.
• Address performance, attendance or conduct concerns promptly and escalate them to the Store Manager in accordance with company policies.
• Support the recruitment and succession planning of MGCCC Client Care team members in collaboration with the Store Manager and Human Resources.

Technician Deployment and Repair Coordination

• Allocate and prioritise repair work for technicians during their assigned MGCCC shifts.
• Monitor technician productivity, workload and turnaround time while they are rostered at MGCCC.
• Facilitate effective coordination between Client Care Officers and technicians to support accurate assessments, efficient repairs and clear client communication.

Performance, Systems and MGCCC Spare Parts

• Monitor MGCCC performance against established key performance indicators, including Net Promoter Score, repair lead times, case backlog, technician productivity and spare-parts inventory accuracy.
• Review workflow, capacity and case ageing, and implement action plans to address performance gaps or operational bottlenecks.
• Ensure all cases, warranty decisions, repair activities and client communications are accurately and promptly recorded in the Repair Management System and Cegid System.
• Prepare and submit accurate operational reports and performance updates as required.
• Manage the spare-parts stock-on-hand maintained within MGCCC.
• Ensure appropriate spare-parts availability to support on-site repairs while avoiding unnecessary excess stock.
• Oversee the receipt, storage, issuance, transfer, replenishment and recording of MGCCC spare parts.
• Conduct weekly cycle counts, investigate discrepancies and maintain inventory accuracy at or above the established company target.
• Implement group internal procedures and shrinkage control guidelines to ensure stock and spare parts accuracy and prevent discrepancies.

Governance, Collaboration and Continuous Improvement

• Ensure warranty policies, Client Care guidelines, standard operating procedures, internal controls and audit requirements are consistently followed.
• Review and approve warranty assessments within the designated level of authority.
• Escalate exceptional warranty cases to the Store Manager.
• Maintain close alignment with the Store Manager on MGCCC operations, manpower, client experience and business priorities.
• Collaborate with the Singapore workshop and retail teams to ensure a seamless client journey and efficient case coordination.
• Train and guide retail teams on Client Care engagement, warranty policies, product assessment, repair processes and escalation procedures.
• Identify and implement opportunities to improve productivity, service quality, inventory accuracy and client satisfaction.
• Participate in relevant regional projects, system enhancements, pilots and service initiatives.
• Perform other duties reasonably assigned by the Store Manager within the scope of the position.

Key Requirements

• Degree or diploma in business, hospitality, retail management, customer experience or a related discipline.
• Five to eight years of relevant experience in Client Care, customer service, after-sales service, luxury retail, hospitality or a related environment.
• At least three years of people-management or substantial team-leadership experience.
• Demonstrated experience in handling complex client escalations and service recovery.
• Experience managing operational performance, workforce deployment and service-quality standards.
• Experience in warranty assessment, repair operations or spare-parts inventory management would be advantageous.
• Proficiency in Microsoft Office and familiarity with client, repair or inventory-management systems.
• Excellent written and spoken English; additional languages relevant to the Singapore client base would be advantageous.
• Strong leadership and people-development capability
• Exceptional client orientation
• Sound judgement and confident decision-making
• Strong service-recovery and de-escalation skills
• Effective planning and organisational ability
• Strong stakeholder-management and communication skills
• Analytical and practical problem-solving capability
• High attention to detail and data accuracy
• Accountability and ownership
• Ability to remain composed and effective in a fast-paced environment