Client Services Manager

Entertainment Earth; Simi Valley (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Entertainment Earth is seeking a Client Services Manager to lead day-to-day operations of the Client Services department, providing hands-on leadership to Supervisors and the broader team, and partnering with the SVP of Operations & HR on strategy and staffing.

You will own hiring, onboarding, and performance management, shape the department for efficiency, and ensure world-class service across channels in this exempt role.

Qualifications

• 4+ years of experience managing client-facing teams, including experience managing supervisors or leads.
• Strong leadership, interpersonal, and communication skills.
• Experience with CX metrics, reporting, and process improvement.

Responsibilities

• Directly manage the Client Services Supervisor(s), providing coaching, performance feedback, and day-to-day direction.
• Lead, coach, and develop the full Client Services team, building bench strength and supporting career growth.
• Conduct regular one-on-ones with direct reports; ensure Supervisors are doing the same with their teams, with conversations properly recorded in HRIS.
• Own hiring, onboarding, and performance management for the department in partnership with HR.
• Structure the department for efficiency while maintaining world-class service standards.
• Ensure all Client Services channels (phone, email, chat) are meeting SLA and quality standards.
• Own and report on key CX metrics (CSAT, first-response time, resolution time, etc.) to the SVP.
• Review and continuously improve Client Services procedures, policies, and training materials.
• Serve as the escalation point for complex client issues and cross-departmental service breakdowns.
• Manage the team's timesheets and approve prior to payroll deadlines.
• Own Client Services department meetings and metrics reviews.

Skills

Leadership

Team coaching

CX metrics

Communication

Performance management

Data analysis

Education

Bachelor's degree or equivalent experience

Tools

HRIS

CRM

Excel

Job description

The Client Services Manager leads the day-to-day operations and performance of the Client Services department, providing hands-on leadership to the Client Services Supervisor and the broader team. This role owns team structure, service quality, and process improvement, and partners with the SVP of Operations & Human Resources on department strategy, staffing, and cross-functional initiatives. This is an exempt position.

Primary Responsibilities:

• Directly manage the Client Services Supervisor(s), providing coaching, performance feedback, and day-to-day direction.
• Lead, coach, and develop the full Client Services team, building bench strength and supporting career growth.
• Conduct regular one-on-ones with direct reports; ensure Supervisors are doing the same with their teams, with conversations properly recorded in HRIS.
• Own hiring, onboarding, and performance management for the department in partnership with HR.
• Structure the department for efficiency while maintaining world-class service standards.

Operations & Service Quality

• Ensure all Client Services channels (phone, email, chat) are meeting SLA and quality standards.
• Own and report on key CX metrics (CSAT, first-response time, resolution time, etc.) to the SVP.
• Review and continuously improve Client Services procedures, policies, and training materials.
• Serve as the escalation point for complex client issues and cross-departmental service breakdowns.
• Manage the team's timesheets and approve prior to payroll deadlines.
• Own Client Services department meetings and metrics reviews.

Cross-Functional Collaboration

• Partner with Operations, Marketing, DTC, and Tech teams to identify and resolve client experience pain points.
• Represent Client Services in cross-functional discussions, surfacing trends and data-backed recommendations.
• Support the SVP in developing and executing the department's roadmap and long-term goals.

Client Services Departmental Goal

Provide the highest possible quality of service to our clients.

Our Vision

To be the epicenter of pop culture joy, creating unparalleled experiences by providing fans with the best physical product supporting their passion and enabling businesses that serve this community through best-in-class service and product offering.

Our Mission

To be the ultimate destination for the best pop culture collectibles, delivering an exceptional shopping experience by curating incredible products and transforming each purchase into a memorable celebration of fandom. We prioritize innovation, customer satisfaction, and a passion for the product, ensuring a simple, dependable, and engaging journey for every fan.

Core Values

• Diverse & Inclusive
• Curious
• Leadership
• Data/Insight Driven
• Accountability
• Fun

Essential Functions

Including but not limited to the following:

• Set and uphold standards of superior client service across the department.
• Handle high-level client escalations and ensure successful resolution.
• Identify trends in client feedback and provide data-backed recommendations to the SVP.
• Oversee complex issue resolution involving client communication, order processing, fulfillment, or logistics.
• Administer and oversee training for the Client Services team.
• Recommend potential projects to the SVP aimed at improving the department's efforts.
• Team leadership and team building
• Drives vision and purpose
• Optimizes work processes
• External / internal communication
• Coaching and performance management

Requirements

• Bachelor's degree preferred, or equivalent experience.
• 4+ years of experience managing client-facing teams, including experience managing supervisors or leads (manage-the-manager experience).
• Strong leadership, interpersonal, and communication skills.
• Experience with CX metrics, reporting, and process improvement.