Client Experience Manager

Workplace type: Hybrid

Job location: New York, NY

Who We Are

ROEN is a New York–based fine jewelry house rooted in master craftsmanship and considered design. We create pieces made to honor life's most meaningful moments — and every one of those moments deserves a client experience as considered as the piece itself.

The Opportunity

We're looking for a Client Experience Manager to own the full arc of a client's journey with us — from first inquiry, through appointment and commission, to after-sales care once a piece is delivered. This is a relationship and operations role in equal measure: you'll be the thread connecting sales, production, and the client so nothing stalls and no one goes unheard. This is a hybrid role — based in the greater New York area, with in-person time in our Manhattan showroom a few days a week.

What You'll Own

• Managing incoming inquiries and ensuring every lead gets a timely, warm first response
• Owning appointment scheduling and coordination with our sales team, so every showroom visit is well-prepared for
• Tracking diamond memos and following up on outstanding decisions before they become a liability
• Maintaining consistent, proactive follow-up with clients at every stage — before a decision, during production, and after delivery
• Owning after-sales care: check-ins post-delivery, coordinating repairs or resizing, and nurturing long-term client relationships beyond the first purchase
• Serving as the connective tissue between sales and production, tracking where each commission stands and keeping clients informed
• Reporting on pipeline health — leads, appointments, conversion, and memo status — to help the business make smarter decisions

Who You Are

• Experience in client relations, account management, hospitality, or a similarly relationship-driven role — luxury or bridal experience a strong plus
• Highly organized, with the discipline to track many relationships and details at once without letting anything slip
• A warm, thoughtful communicator — you know how to make someone feel taken care of, whether it's their first inquiry or a piece they bought two years ago
• Comfortable working across tools (we use Monday.com, Acuity, and Moxo) and can pick up new systems quickly
• Discreet and trustworthy — you'll be handling high-value client relationships and sensitive information
• Based in the greater New York City area, with flexibility to come into our Manhattan showroom a few days a week