Client Services Manager – Luxury Jewelry & Timepieces

Richemont; New York (NY); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with employer match

Paid time off

Wellness reimbursement

Employee assistance program

Volunteer days

Job summary

Richemont’s Manager, Client Services (New York City) leads repair operations between boutiques, workshops, and headquarters to ensure impeccable client experiences for jewelry and timepieces. The role reports to the Director of Customer Service and emphasizes training, policy adherence, and cross‑team collaboration.

Ideal candidates have 3+ years in client-facing roles within luxury goods, strong communication, and proficiency in MS Office; SAP knowledge is a plus.

Qualifications

• Minimum 3 years in a client-facing role, preferably luxury repairs in fine jewelry and timepieces.
• Bachelor's Degree required.
• Strong interpersonal, communication, and organizational skills.

Responsibilities

• Act as liaison between boutique teams, workshops, and HQ for the flow of repairs and adjustments.
• Escalate issues and coach problem solving and de-escalation using emotional intelligence.
• Onboard and develop teams' understanding of policy and procedure; instill CS mindset for excellent client experience.
• Lead meetings with workshops and HQ for policy alignment and feedback integration from teams.
• Own and refine CS Training path, including new store openings, onboarding boutique directors, and CS University.
• Implement CS reporting and analyze data for operational improvements.
• Manage local and HQ projects, prioritizing and delegating as needed.

Skills

Client-facing experience

Excel

PowerPoint

SAP

Education

Bachelor's Degree

Tools

SAP

Job description

Richemont’s Manager, Client Services (New York City) leads repair operations between boutiques, workshops, and headquarters to ensure impeccable client experiences for jewelry and timepieces. The role reports to the Director of Customer Service and emphasizes training, policy adherence, and cross‑team collaboration.

Ideal candidates have 3+ years in client-facing roles within luxury goods, strong communication, and proficiency in MS Office; SAP knowledge is a plus.