Client Relationship Manager

View Cleaners; Irvine (CA); On-site; USD 70,000 - 95,000; Full time

Job summary

View Cleaners in Orange County, CA, is seeking a Client Relationship Manager to deliver exceptional customer experiences while supporting day-to-day operations across our retail and home-delivery services. You will lead client relationships, coach a customer service team, coordinate store operations, and contribute to marketing and reporting efforts.

Candidates should have strong communication, leadership, and problem-solving in a luxury service environment.

Qualifications

• Proven experience in customer relationship management and team leadership.
• Proven ability to manage retail operations and admin tasks.
• Experience supporting home delivery and marketing initiatives.

Responsibilities

• Build relationships with retail and home delivery clients.
• Oversee daily retail store operations and ensure on-time garment processing.
• Train and coach customer service representatives.
• Coordinate HR docs, payroll prep, and reporting.
• Support marketing campaigns and customer outreach.

Skills

Exceptional customer service

Relationship-building

Verbal and written communication

Leadership and coaching

Conflict resolution

Organizational and project management

Multitasking in fast-paced environment

CRM software

Tools

POS systems

Microsoft Office

Email platforms

Job description

Position Summary

The Client Relationship Manager is responsible for delivering an exceptional customer experience while supporting the day-to-day operations of View Cleaners. This role combines customer relationship management, retail store leadership, administrative support, team coaching, client retention, and business development.

As the primary point of contact for clients, the Client Relationship Manager ensures that every customer interaction reflects View Cleaners' commitment to luxury garment care, professionalism, and personalized service. This position also supports home delivery clients, retail operations, marketing initiatives, team communications, and administrative functions. The role combines responsibilities from both retail management and administrative leadership functions.

Key Responsibilities

Client Experience & Relationship Management

• Build strong relationships with retail and home delivery clients.
• Ensure every customer is greeted promptly, professionally, and courteously.
• Resolve client concerns, service issues, and garment claims quickly and professionally.
• Follow up with customers regarding delayed orders, special requests, and satisfaction concerns.
• Develop and maintain relationships with VIP, concierge, and high-value clients.
• Increase client retention through personalized service and proactive communication.
• Generate referral business and positive online reviews.

Retail Store Operations

• Oversee daily operations of the retail location.
• Ensure all garments are processed accurately and ready when promised.
• Maintain a clean, organized, and professional store environment.
• Reconcile cash drawers and verify daily deposits.
• Monitor workflow between retail stores, production plant, and delivery routes.
• Maintain operational reports and performance metrics.
• Fill in for Customer Service Representatives when necessary.

Team Leadership & Development

• Train, coach, and mentor Customer Service Representatives.
• Conduct onboarding for new team members.
• Develop and maintain Standard Operating Procedures (SOPs).
• Create schedules and manage timekeeping records.
• Foster teamwork, accountability, and positive workplace culture.
• Conduct daily huddles and team communication meetings.
• Monitor employee performance and provide constructive feedback.

Administrative & Office Support

• Answer client emails, phone calls, and online inquiries.
• Support payroll preparation and administrative record keeping.
• Assist with HR documentation and compliance.
• Coordinate meetings, training schedules, and internal communications.
• Maintain organized digital and physical records.
• Support management with special projects and reporting.

Marketing & Business Development

• Support implementation of marketing campaigns.
• Assist with social media engagement and customer outreach.
• Promote View Cleaners' Home & Office Pickup and Delivery Service.
• Support customer loyalty and referral programs.
• Identify opportunities to increase sales and client engagement.
• Help strengthen View Cleaners' reputation as Orange County's premier garment care provider.

Key Competencies

• Exceptional customer service and relationship-building skills
• Strong verbal and written communication
• Leadership and coaching abilities
• Professional conflict resolution
• Organizational and project management skills
• Attention to detail
• Problem-solving mindset
• Positive attitude and professionalism
• Ability to multitask in a fast-paced environment
• Strong computer skills, including Microsoft Office, POS systems, CRM software, and email platforms

Preferred

• Dry cleaning, hospitality, luxury retail, or service industry experience
• Experience managing customer relationships and teams
• Knowledge of garment care and textile services

About View Cleaners

View Cleaners is Orange County's premier dry cleaning and laundry service, serving customers since 1976. We specialize in luxury garment care, wedding gowns, designer apparel, household items, and complimentary home and office pickup and delivery service. Our mission is to provide world-class customer experience through exceptional service, attention to detail, and lasting client relationships.

Core Values:

• Customer First
• Accountability
• Integrity
• Continuous Improvement
• Teamwork
• Excellence in Service

This position is ideal for someone who enjoys building relationships, leading people, solving problems, and helping grow a high-end service business.