Client Care Assistant Manager

About the role

The Client Care Assistant Manager ensures a seamless and exceptional client journey for after‑care inquiries and repair services. Reporting to the Senior Client Care Manager for the Americas, this role is based in our Long Island City office and focuses on workshop operations, logistics and performance.

Key responsibilities

• Organise and monitor daily workshop activities, streamline communications between workshops, stores and clients, and manage receiving, tracking, labeling and dispatch of orders.
• Verify incoming goods, inspect products, handle replacements, upgrades and “beyond repair” cases, and support spare‑parts inventory management.
• Partner with Client Services to manage high volumes of after‑care and repair inquiries, provide quotes and delivery timelines, resolve workshop‑related client complaints and support de‑escalation of complex situations.
• Maintain accurate records in RMS, CEGID and Salesforce, process invoicing, payments and tax calculations, and manage quotation modifications and approvals.
• Lead continuous‑improvement initiatives, track KPIs, identify performance gaps, develop SOPs and contribute to cross‑functional projects.

Required profile

• Minimum 5 years of experience in supply‑chain, operations or customer service within a fast‑paced luxury‑retail environment.
• Strong analytical, organisational and communication abilities.
• Capability to balance operational details with big‑picture strategy.
• Familiarity with CRM practices and a client‑centric, commercially aware mindset.
• Self‑motivated team player with practical, agile problem‑solving skills.
• Bachelor’s degree required.

Required skills

• Salesforce
• CEGID
• RMS