Care Services Manager

Summary

The Care Services Manager will champion the client voice within the repair center and lead Direct-to-Client and Store Support Coordinator teams to deliver exceptional service. This role drives continuous improvement across care services, partners closely with retail locations, and manages projects related to store operations, learning, and performance. The manager will collaborate with cross‑functional and international partners to benchmark processes and resolve complex client cases.

• Develop action plans with retail partners to improve client satisfaction for Care Services.
• Lead, mentor, and align Store Support Coordinator and Direct-to-Client teams to resolve client inquiries and follow‑ups.
• Conduct frequent visits to retail locations to cultivate an integrated service approach and ensure alignment.
• Assess repair feasibility, pricing, craftsmanship, and custom requests to deliver solutions for complex cases.
• Drive projects related to store operations, training, events, and regional performance improvements.
• Foster partnerships across Corporate, Retail, Quality and international Care Services counterparts to implement best processes.
• Create a culture of quality, clear communication, accountability and continuous improvement.

• Over 5 years of validated experience in a luxury retail environment with demonstrated leadership abilities.
• Proven expertise in client experience, quality assessment, repairs feasibility and pricing.
• Strong written and verbal communication, presentation and facilitation skills.
• Proficiency in MS Word, Excel, Outlook and PowerPoint.
• Ability to manage cross‑functional relationships and travel to retail locations as required.