Client Services Operations Manager, US

Job Description ZIMMERMANN is a global luxury fashion brand, founded in Sydney in 1991 by sisters Nicky and Simone Zimmermann. Renowned for its signature approach to sophisticated femininity, distinctive prints, and exceptional craftsmanship, the brand is present across Australia, Europe, the Americas, the Middle East and Asia. Nicky Zimmermann’s creative vision and Simone Zimmermann’s strategic leadership have formed the foundation of the brand’s success. Their partnership – balancing design innovation with strong commercial direction – remains central to ZIMMERMANN’s identity and growth. Today, ZIMMERMANN continues to redefine modern luxury with collections that celebrate self-expression. Grounded in Australian sun‑soaked optimism, the brand resonates with women around the world. Our global teams are united by a shared commitment to creativity, quality, and evolving the brand with integrity and purpose. At ZIMMERMANN, our people are at the heart of everything we do. We are committed to empowering talented individuals to build meaningful careers within an inclusive, collaborative, and forward‑thinking environment – where craftsmanship and innovation are celebrated, and individuality is valued. We are looking for a Client Services Operations Manager, US to join our growing Client Services team in our New York Head Office. The Client Services Operations Manager, US ensure efficient and profitable running of the US Client Services team. Drive client loyalty by promoting excellence in service quality, product knowledge, and relationship management across the US team. Promote a client first mindset in accordance with Zimmermann core values. Collaborate with Global training team and CS market managers to drive the quality of the digital shopping experience forwards. Job Requirements Client Services Management Manage all available client contact channels for the business (email, chat, phone, text, WhatsApp, social) Action tickets alongside the team, particularly complex or sensitive cases, and when it’s busy and the team needs support, to maintain a hands‑on understanding of client issues. Lead by example and set the standard for resolution quality. Be responsible for the US CS team achieving excellence in both quality of service, SLA metrics, individual performance targets, sale metrics and positive client feedback. Be the Zimmermann CS champion, putting the client at the fore front, and develop a team who have: A deep, extensive knowledge of all products, and their features and benefits. Client first mindset - delivering excellent, genuine, refreshing, and memorable client service. Strong cross market knowledge, and a strong handle of all relevant service systems. High level of engagement. Nurture opportunities to develop and grow internally. A positive reception to helpful & constructive feedback – normalize a consistent feedback loop. Meet the financial objectives and the operational expectations of the business by forecasting rosters and capacity. Maintain market training materials, and collaborate with Global training management regarding ongoing brand, product, system and service training. Collaborate with cross-region Client Services Managers to further develop creativity and positivity amongst all international team members. Work together to achieve global consistency in operations& experience. Generate relevant reporting on team performance, utilizing data from appropriate sources. Translate reporting insights into concrete action – staffing adjustments, training focus, process changes. Conduct weekly QA of team tickets, providing feedback and coaching to maintain service quality and consistency across channels. Maintain strong working knowledge of core CS systems, championing best‑practice usage across the team. Job Responsibilities Omnichannel and Operational Excellence Partner with Operations team to resolve client experience issues end-to-end and in a timely manner. Own the resolution of delivery and fulfilment issues, working directly with couriers and 3PL partners to troubleshoot delays, damages, lost parcels, and service failures. Track courier and 3PL performance trends and raise recurring problems with the relevant internal stakeholders. Adhere to broader company escalation processes & diligently follow up with cross functional teams. Approve effective resolutions for client escalations while simultaneously elevating the teams’ confidence in problem‑solving. Have a strong understanding of Client Journey, from time of placement to time of delivery, to proactively identify pain points and issues, providing solutions or escalating to the appropriate teams to resolve in a timely manner and minimize impact Work closely with the Retail Management to resolve client issues collaboratively and deliver a consistent omni‑channel experience Benchmark against industry standards and propose recommendations to keep practices, service levels, and tools aligned with the market. Contribute to cross‑functional projects and analysis, partnering with Retail, Operations, Global Training and Projects as needed. Team Management & HR Cultivate a high performing, stable and engaged team, with succession and pathways in place. Create an enjoyable working environment which promotes passion, empathy, focus and discipline. Bea role model for all team members to go above and beyond for our clients. Monitor and analyze team performance, identify opportunities for training and implement new strategies and processes to improve client services quality. Shortlist candidates for US Client Services recruitment roles and conduct interviews. Manage the US Client Services roster based on the business needs and in accordance to budget. Recruit and train according to Zimmermann induction programs, job descriptions. Conduct yearly appraisals for Client Services team members. Ensure that administration is carried out accurately and efficiently in line with Zimmermann’s P&P. WHS Participating in the development of a safe and healthy workplace Cooperating with management in its fulfilment of its legislative obligations Reporting any injury, hazard or illness immediately, where practical to Human Resources or a supervisor Not placing others at risk by any act or omission Not willfully or recklessly interfering with safety equipment KPI’s Client satisfaction is always achieved. No 'Client Services’ client complaints Team call acceptance rate > 99% calls accepted within 20 secs > 80% first reply time to incoming emails Perform daily monitoring and owning of client service metrics and conduct weekly quality assurance reviews (minimum 10 tickets per agent) with feedback provided. Revenue generated by the CS team meets or exceeds monthly targets 100% team Z.Style Suite training complete by set dates Demonstrate proactive outreach to clients in accordance with global guidelines Demonstrate team member growth and development Adherence to Zimmermann's Policies & Procedures Job Benefits Why join our team? Bespoke career development plans and access to strong mentors and industry leaders. Opportunity to grow within an Australian luxury fashion brand with opportunities to work globally. Competitive package and team member discount Be part of a responsible fashion house with a focus in leading in sustainability Compensation Zimmermann utilizes the advertised hourly range as a benchmark to offer candidates competitive compensation in the market. This approach also allows for flexibility to account for differing levels of experience and to reward both performance and tenure. Although the published salary range is a genuine estimate of the intended pay for the role, Zimmermann maintains the discretion to offer compensation outside the range provided. Diversity Statement Zimmermann is an equal opportunity employer and considers all applicants for employment on the basis of their individual capabilities and qualifications ensuring a strong corporate commitment to diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at time of application to assist you through the recruitment process. Salary 95000 - 98000 USD (yearly) #J-18808-Ljbffr Zimmermann