Client Service Manager

Client Service Manager

$84,400- $109,800 + super

Role Summary

As the Client Service Manager, you will have a special focus on client development and play a pivotal role in crafting memorable client experiences aligned with Company standards for the Store.

Key Responsibilities:

Client Development

• Develop a client development strategy for key customer segments of the store in partnership with Retail Management and CRM team.
• Review client segmentation to measure progress in client development through client visits and non-leather spend.
• Together with Store Director, develop strategies to recruit, convert, and retain clients within the market.

Client Experience

• Perform regular touch bases with the selling team to understand client needs, identify opportunities, and coach team members on developing client relationships in accordance with internal Company expectations.
• Ensure mutual trust, respect, and cooperation among all members of the team, works closely with the sales team and colleagues on developing client development initiatives for the Company.
• Partner with the retail training and client experience team to identify training opportunities and develop relevant selling ceremony and client experience modules.
• Coach to the continued rollout of client training during touch bases with the team, store/ floor meetings, and recognition of excellent service.
• Work closely with the Retail Manager, Store Director, CRM and Client Experience team members to create elevated and bespoke client experiences for all segments.
• Support Client Experience Manager in identifying clients to participate in bespoke experiences offered by the House.
• Focus on engaging clients by supporting outreach during key moments and holidays to develop relationships, provide outreach lists, email/ texting templates as needed.
• Expand the program of client outreach for special birthdays, anniversaries, and other significant life moments.
• Establish strong client relationships that allow for continuity and ongoing representation.

Analysis & Administration

• Analyse customer data and identify opportunities for growth while providing insights to support sales growth and maximize customer retention.
• Monitor and coach to Client Capture rate including consistency of capture, quality of data, client opt-in status, and compliance with Client Data Protection regulations.
• Analyse performance and impact of client initiatives on client development and sales.
• Monitor and analyse Client Service KPIs, providing insights and strategies for continuous improvement.

Store Operations

• Lead by example to ensure daily operations and functions are carried out in line with company policies and procedures.
• Identify and implement plans to deliver efficiencies and productivity improvements in all areas of divisional operations.
• Perform other projects, as assigned.

Candidate Profile:

• Strong planning and organisational skills with a sense of priority for deadlines and attention to detail.
• Proven leadership and Director-level experience, particularly in management development and decision-making ability.
• Demonstrated experience running a high-volume service-focused business.
• Impeccable standards of service and experience with a luxury clientele.
• Solid understanding of business operations.
• Strong business acumen, having a sharp ability to understand business situations quickly, make sound and decisive judgments, and take effective actions to achieve positive outcomes.
• Strong understanding and high-level experience with managing luxury clientele.
• Comfortable with a fast-paced environment, ability to prioritise effectively, ability to work well under pressure.
• High-level engagement skillset, relationship-building, and communication skills are key.
• Ability to motivate and maintain team morale.
• Ability and desire to form strong partnerships across the organisation.
• Even tempered with the ability to continuously multi-task.
• Self-starter and able to work independently.
• Flexible with schedule changes to accommodate the needs of the business
• Strong knowledge of Microsoft Office & PowerPoint