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, 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: Client Care Manager
The Client Care Manager will lead and develop the client care team, evaluate current practices and implement a strategic roadmap to align capabilities, opportunities and expectations aligned with the brand expansion. This position will report to the Senior Director, e-Commerce and will work closely with the store management and leadership team to elevate the online shopping experience by sharing the FoundRae mission and ensuring each client encounter builds ongoing, trusting relationships to drive sales. The Client Care team is responsible for providing an elevated client experience through online channels in a timely and skilled manner, while ensuring the standards and ethos of the brand.
The Client Care Manager will support the team through the development of a strategic roadmap defining key metrics, operational standards and expectations while handling and supporting day-to-day operations while encouraging advisors to deliver excellent individual and team performance.
RESPONSIBILITIES:
Clientele Management and Sales
- Embody the FoundRae standard of client experience, lead and coach the team on selling ceremony, storytelling and relationship excellence
- Ensure the continuous team development of excellent client relationships by defining, creating and celebrating memorable moments for our clients
- Continuously train the team to build, develop and maintain authentic relationships and communicate the brand s mission
- Assist team and clients with finding the perfect pieces; listen to their requests and present appropriate product and create opportunities for cross selling
- Clearly communicate product knowledge, staying up to date as new styles and collections are introduced
- Meet and exceed monthly sales targets; assisting the sales team as needed
- Ensure the highest level of client satisfaction, always maintain a solutions-oriented approach regarding any potential client issues
- Client outreach:
- Ensure team and individual client outreach cadence
- Manage client database, develop and determine appropriate outreach to top clients
- Support marketing initiatives with team and individual personal outreach
Management
- Develop and implement roadmap including service level agreements; communicate and define KPI s
- Conduct weekly team and individual meetings; communicate all goals and metrics
- Review and oversee client advisors day-to-day tasks, guiding time management and prioritization
- Support advisors with client ticket escalations to ensure an elegant and satisfactory resolution
- Share weekly summary of client team requests, observations and pain points with Senior Director
- Manage and act as CRM systems expert:
- Learn Gladly, Shopify POS and Endear client management and act as subject matter expert
- Roll out Endear seasonal initiatives per direction of leadership
- Work with Senior Director and cross functional partners to communicate challenges and opportunities providing solutions and recommendations
- Oversee all team scheduling ensuring appropriate coverage
- Work in conjunction with Senior Leadership and Human Resources on hiring and any employment issues
- Lead any special projects or new initiatives
REQUIREMENTS:
- Associate s or Bachelor s degree preferred
- Minimum of 5 years in client care management experience and at least 2 years within the luxury marketplace; fine jewelry experience a plus
- Previous experience with CRM systems, Endear/Gladly experience a plus
- Strong communication skills; written and verbal
- Able to work a flexible schedule including peak periods weekends, holidays and evenings
- Highly organized and detail oriented
- Outstanding communications skills, written and verbal
- A self-starter and multi-tasker with a positive attitude
- Familiarity with Gladly, Shopify, and NetSuite preferred
- Microsoft Office experience required
The appointed candidate will be offered an annual salary between $83,000 - $95,000 plus the opportunity for a bonus, a comprehensive benefits package including: medical, short and long-term disability, various paid time off programs, employee discount/perks and retirement plan.
OUR COMPANY VALUES:
- We value people: we want each other to be the best versions of who we can be.
- We value our relationships with our employees, suppliers and community.
- We value diversity and promote inclusivity with our words, actions and images.
- We value professional development and personal growth.
- We value community service and philanthropy.
- We value and foster creativity and self-expression.
- We value work/life balance.
- We value accountability for ourselves and the collective and show integrity through all our interactions.
- We value storytelling and reading.