Manager, Client Services

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

Summary

The Manager, Client Services oversees jewelry and timepiece repair activities, ensuring timely, high-quality delivery and an exceptional client experience. The role serves as a key liaison between boutiques, workshops, and headquarters, and leads team development, training, reporting, and strategic projects.

Responsibilities

• Coordinate repair and adjustment workflows between boutique teams, workshops, and headquarters.
• Review and upscale issues and client complaints, coordinating resolution and coaching teams in problem-solving and de-escalation.
• Develop team understanding of policies and procedures and reinforce a strong client-service mindset.
• Lead alignment meetings with workshops and headquarters and recommend policy improvements based on team and boutique feedback.
• Own and deliver the retail client-service training path, including onboarding and training for new stores and boutique leaders.
• Execute client-service reporting, analyze data for operational efficiencies, and prioritize and delegate team projects.

Requirements

• At least three years of experience in a client-facing role; customer service for fine jewelry and timepiece repairs is preferred.
• Bachelor's degree.
• Excellent interpersonal, communication, and organizational skills with a service-oriented approach.
• Strong Microsoft Office skills, especially Excel and PowerPoint; SAP experience is a plus.
• Experience with luxury consumer products is desired.