Client Experience Lead – Luxury Retail (Mandarin Gallery)

Rimowa GmbH

Singapore

On-site

SGD 90,000 - 130,000

Full time

2 days ago

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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.