Global Client Care Leader — Luxury Jewelry

Foundrae; New York (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

Foundrae in New York, NY seeks a Manager, Client Care to lead a team of two Supervisors and three Specialists, driving a seamless and elevated client experience across phone, email, chat and social channels.

Reporting to the Director, Client Care, you will coach the team, train staff, and oversee scheduling, payroll, commissions and time-off while ensuring policy compliance and KPI attainment in a luxury jewelry context.

Qualifications

• Associate’s or Bachelor’s degree preferred.
• Minimum of 5 years in client care or client experience leadership.
• At least 2 years in people management.
• Luxury or fine jewelry experience a plus.
• CRM, POS and clienteling systems experience (Endear, Gladly, NetSuite, Shopify).
• Strong written and verbal communication; analytical and calm under pressure.

Responsibilities

• Lead and coach a team of two Client Care Supervisors and three Specialists to achieve objectives and KPIs.
• Foster a culture of prompt, constructive feedback and run productive team meetings.
• Prepare trainings and workshops; oversee scheduling, timesheets, payroll, commissions and time-off approvals.
• Ensure compliance with company policies and procedures.
• Lead sales efforts and assist with sales and virtual appointments, especially during peak periods.
• Champion FoundRae services and drive client satisfaction across channels.
• Analyze performance data and implement action plans to improve commercial performance.
• Uphold client experience standards across phone, email, text, WhatsApp, social and chat.
• Own complex client escalations with sound judgement; drive aftersales with partners.
• Develop clienteling strategy; oversee client portfolios and data quality.
• Ensure expert use of clienteling tools and cross-functional collaboration.

Skills

Leadership

People management

Coaching

Team leadership

Training

Scheduling & payroll

CRM experience

Communication skills

Analytical thinking

Problem solving

Education

Associate or Bachelor’s degree

Tools

Endear

Gladly

NetSuite

Shopify POS

Shopify

Job description

Foundrae in New York, NY seeks a Manager, Client Care to lead a team of two Supervisors and three Specialists, driving a seamless and elevated client experience across phone, email, chat and social channels.

Reporting to the Director, Client Care, you will coach the team, train staff, and oversee scheduling, payroll, commissions and time-off while ensuring policy compliance and KPI attainment in a luxury jewelry context.