Luxury Client Services Lead: Jewelry & Watch Repairs

Brobston Group; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Brobston Group in New York seeks a Manager, Client Services to oversee jewelry and timepiece repair activities, ensuring timely, high-quality delivery and an exceptional client experience. You will act as a liaison between boutiques, workshops, and headquarters, guiding teams and leading strategic projects.

The role requires at least three years in a client-facing role; experience with luxury products is preferred.

Qualifications

• Minimum 3 years in a client-facing role.
• Experience in customer service for fine jewelry and timepiece repairs preferred.
• Bachelor's degree required.
• Proficient in MS Office (Excel, PowerPoint); SAP a plus.
• Experience with luxury consumer products desired.

Responsibilities

• Coordinate repair and adjustment workflows between boutique teams, workshops, and headquarters.
• Review issues and client complaints; coach teams in problem-solving and de-escalation.
• Develop policies and procedures; reinforce a strong client-service mindset.
• Lead alignment meetings with workshops and headquarters; recommend policy improvements.
• Own retail client-service training path, onboarding and training for new stores.
• Execute client-service reporting; analyze data for operational efficiencies; prioritize and delegate projects.

Skills

Client-facing experience

Customer service

Interpersonal skills

Organizational skills

Education

Bachelor's degree

Tools

Excel

PowerPoint

SAP

Job description

Brobston Group in New York seeks a Manager, Client Services to oversee jewelry and timepiece repair activities, ensuring timely, high-quality delivery and an exceptional client experience. You will act as a liaison between boutiques, workshops, and headquarters, guiding teams and leading strategic projects.

The role requires at least three years in a client-facing role; experience with luxury products is preferred.