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Executive Recruiter and Human Resources Consultant Specializing in Fashion/Luxury/Lifestyle Brands
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: Director, Client Care
The Director, Client Care 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, Retail and will work closely with the store management and leadership team to elevate the online shopping experience by sharing the FoundRae mission andensuring 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 Director 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 $100,000 - $120,000 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 accountability for ourselves and the collective and show integrity through all our interactions.
We value storytelling and reading.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service, Sales, and Training
Industries
Retail Luxury Goods and Jewelry
Referrals increase your chances of interviewing at FOUNDRAE FINE JEWELRY by 2x