Client Care Manager

WHO WE ARE:

The FoundRae Collection is more than jewelry. The pieces are modern heirlooms, ones that allow the wearer to express something of themself to the world. The Foundrae collection is intended to become part of the wearer, a second skin, to be an expression of identity and of personal values.

The collection is founded on a lexicon of archetypal, mythological and classical symbols with the intention of inspiring the wearer to take the wisdom passed down through generations and apply that to one’s own life. Foundrae is a reminder, one we wear against our hearts or on our hands, of our capacity for change and growth. When you wear one of these pieces, you are announcing to yourself and to the world that everything you want and everything you want to be is already inside you - all you have to do is claim it.

WHO WE ARE LOOKING FOR: Manager, Client Care (Reports to Director, Client Care)

POSITION SCOPE:

The Client Care Manager leads the Client Care function, delivering a seamless, elevated, and joyful experience for clients across every communication channel. Leading two Supervisors and three Specialists, this role sets the standard for service and sales excellence and drives performance against business goals.

Championing a cohesive omni-channel workflow and effective use of our tools, the Manager drives consistency and continuous improvement across the client journey, and partners closely with the Director and cross-functional leaders to translate strategy into day-to-day execution.

This a hands-on role: when not performing managerial tasks, the Manager is active on our Client Care platforms, supporting the wider team with service and sales.

Leadership & People:

• Lead and coach a team of two Client Care Supervisors (US) and three Specialists (two US, one UK) to achieve objectives and KPIs
• Foster a culture of prompt, constructive feedback
• Host engaging team meetings and productive one-on-ones to communicate goals and priorities
• Prepare and lead trainings and workshops to develop the team
• Oversee scheduling, timesheets, payroll, commission sign-off, and time-off approvals to ensure coverage across all channels/time zones
• Ensure the team operates in line with company policies and procedures

Sales & Business Performance:

• Lead the team to meet and exceed sales targets, assisting directly with sales and virtual appointments, especially during peak periods
• Champion all FoundRae services, including virtual appointments, personalization and customization, to drive trade and client satisfaction
• Analyze performance data to identify opportunities and implement approved action plans to drive commercial performance

Client Experience:

• Embody and coach the FoundRae standard of client experience, including selling and service ceremonies
• Drive and uphold the FoundRae standard for client communication across phone, email, text, WhatsApp, social and chat
• Ensure Client Care service KPIs and SLA targets are consistently met or exceeded through clear definition of goals and effective coaching
• Own complex client situations and escalations with sound judgement
• Drive aftersales excellence in partnership with our third-party service provider

Client Development & Clienteling:

• Drive the client development strategy approved by senior leadership to grow the client file and deepen loyalty
• Set the team’s outreach cadence and standards, and coach and report on outreach activity and results
• Oversee client portfolios to ensure healthy activity, growth and fully enriched data, and drive expert use of clienteling tools for acquisition and retention
• Ensure expert, consistent use of clienteling tools to drive client acquisition and retention, while staying up to date on new features and capabilities to maximize their impact.

Systems & Operations:

• Champion a cohesive omni-channel workflow that drives consistency and continuous improvement across the client journey
• Leverage and support our UK-based Client Care team to ensure our global client care hours operate seamlessly and to one consistent standard across time zones
• Build strong cross-functional relationships across departments - removing blockers and creating joy and ease for internal and external clients
• Own departmental reporting on sales, service and clienteling KPIs and share insights with leadership
• Act as subject-matter expert for our CRM systems (Gladly, Shopify POS, Endear) and maintain familiarity with our inventory program, NetSuite
• Monitor and refine our AI support tools in collaboration with key stakeholders

Qualifications:

• Associate’s or Bachelor’s degree preferred
• Minimum of 5 years in client care or client experience leadership, with at least 2 years in people management/leadership - luxury or fine jewelry experience a plus
• Previous experience with CRM, POS and clienteling systems (Endear, Gladly, NetSuite, Shopify a plus)
• Strong written and verbal communication skills, with excellent analytical and problem-solving ability
• A quick thinker who stays calm under pressure and makes sound decisions at pace
• Comfortable with technology and quick to adopt new tools
• Highly organized, detail-oriented self-starter with a proactive, entrepreneurial spirit who thrives in a fast-paced, high-growth environment

Location & Hours:

FoundRae Lispenard Flagship, New York.

Full-time, 40 hours per week, including one weekend day.

Flexibility required to support the needs of our global clients, particularly during peak periods.

The expected range for this role is approximately $80,000 to $100,000 annually.