Manager Client Support RH Boutique Partners

About the Role

As a key member of the Waterworks team, the Client Support Manager will be expected to lead by example, fostering a culture of excellence and ensuring that all team members are equipped with the tools and resources necessary to succeed. This will involve building and maintaining strong relationships with showroom leadership and sales teams, as well as collaborating with cross-functional teams to identify process gaps and implement best practices.

The Client Support Manager will be responsible for managing a team of Client Support Specialists and a Team Lead, providing coaching, development, and guidance to ensure that all team members are working efficiently and effectively. This will involve overseeing daily workflows, managing workloads, and ensuring that all service-level agreements are met.

What You Will Do

• Lead, coach, and develop a regional team of Client Support Supervisors and Team Leads to consistently deliver a premium, luxury-caliber service experience
• Build and maintain strong partnerships with showroom leadership and sales teams to support an exceptional client experience and seamless order management
• Partner with the Director to develop, refine, and implement standardized operating procedures across the division
• Oversee service execution for large-scale, high-profile, and special projects within the region, ensuring all service-level expectations and timelines are met
• Communicate critical business, operational, and performance updates through regular team meetings and ongoing leadership engagement
• Ensure timely completion of daily workflows, documentation, and service activities; proactively assess workloads and rebalance resources as needed
• Collaborate closely with Service and Technical Support teams to manage support ticket volume and backlog, ensuring service-level agreements are consistently achieved
• Design, deliver, and continuously improve onboarding and ongoing training programs to develop team capability and performance
• Partner cross-functionally to identify process gaps, implement best practices, and drive operational efficiency and scalability
• Manage and enforce the order-to-cash process, ensuring compliance with internal controls, audit requirements, and company policies
• Coach and support Client Support Supervisors and teams in resolving client, showroom, and operational escalations effectively and professionally

What We Are Looking For

• 5+ years of experience in a client-facing role, preferably in a luxury brand or retail environment
• Proven track record of managing teams and developing strong relationships with stakeholders
• Strong people management acumen, with the ability to coach, develop, and motivate team members
• Commitment to service excellence, with a focus on delivering a luxury-caliber experience
• Experience with operational process improvement, with the ability to identify gaps and implement best practices
• Strong communication and problem-solving skills, with the ability to effectively resolve escalations
• Ability to work in a fast-paced environment, with a focus on meeting deadlines and achieving results
• Proficiency in Excel, with the ability to manage and analyze data to inform business decisions
• Strong attention to detail, with the ability to maintain accurate records and ensure compliance with internal controls

Nice to Have

• Experience with CRM software and other customer service tools
• Knowledge of the luxury retail industry, with a focus on high-end brands and products
• Certification in customer service or a related field, such as Six Sigma or Lean
• Experience with project management, with the ability to oversee multiple projects and prioritize tasks

Benefits and Perks

• Competitive salary and bonus potential
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401k retirement savings plan, with company matching contributions
• Generous PTO program, including vacation, personal, and sick time
• Additional perks, such as summer half days and a volunteer day
• Opportunity to work with a luxury brand and contribute to exceptional design moments
• Collaborative and creative work environment, with a focus on career growth and development
• Remote work options, with the ability to work from home and maintain a healthy work-life balance
• Professional development opportunities, including training and certification programs
• Access to the latest technology and tools, with the ability to stay up-to-date on industry trends and best practices

• When applying for this role, be sure to highlight your experience with client-facing teams and your ability to drive process improvements, as these skills are highly valued by Waterworks.
• To stand out as a candidate, consider developing a portfolio that showcases your ability to manage teams and drive exceptional customer service, including any relevant metrics or testimonials.
• In the interview process, be prepared to discuss your experience with operational process improvement and your ability to identify gaps and implement best practices.
• When negotiating salary, be sure to research the market rate for Client Support Managers in the luxury retail industry and be prepared to make a strong case for your worth.
• Red flags to watch out for in this role include a lack of clear communication from leadership or a lack of resources and support for team members, so be sure to ask questions about the company culture and expectations during the interview process.
• To succeed in this role, you will need to be highly organized and able to prioritize tasks effectively, so be sure to highlight your ability to manage multiple projects and deadlines.