Global Client Services Manager

Global Client Services Manager

London Full-Time 43200 - 72000 Β£ / year (est.) No home office possible
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At a Glance

  • Tasks: Lead a team to deliver exceptional client service and manage inquiries across various channels.
  • Company: De Beers London is a luxury jeweller renowned for its exquisite diamond jewellery and client-first approach.
  • Benefits: Enjoy flexible work options, a fantastic pension scheme, private healthcare, and free meals at our onsite restaurant.
  • Why this job: Join a legacy of luxury, innovation, and craftsmanship while shaping unforgettable client experiences.
  • Qualifications: Experience in luxury client services, strong communication skills, and familiarity with Salesforce and the China digital landscape.
  • Other info: Embrace a positive, inclusive work culture that prioritises mental health and continuous improvement.

The predicted salary is between 43200 - 72000 Β£ per year.

De Beers London is the ultimate diamond jewellery Maison, globally recognised for its leadership and expertise in diamonds. As a challenger in the fine and high jewellery landscape, we offer a distinctive and unparalleled connection to the source, setting us apart with our unique diamond-first approach. A destination for those seeking the most extraordinary diamond jewellery, De Beers London delivers identifiable, ultra-desirable creations alongside unforgettable service and experiences. Our high jewellery collections showcase the pinnacle of artistry and craftsmanship, celebrating the rarest diamonds through innovative and breathtaking designs.

As the Global Client Services Manager, you will lead and oversee both a small internal team and an outsourced partner to deliver best-in-class client service, ensuring the needs of clients outside our stores are being satisfied. Acting as the first line of response for all inbound client and prospect enquiries, your team will be instrumental in shaping a seamless, emotionally resonant experience for our global clientele while ensuring operational excellence, brand integrity, and cultural relevancy.

Key Responsibilities:

  • Lead, mentor, and develop the team while ensuring all service levels (SLAs) are consistently met and exceeded.
  • Oversee the team’s role as the first point of contact for all inbound client and prospect enquiries across various channels.
  • Ensure the consistent delivery of luxury-standard, omnichannel service, characterised by warmth, attentiveness, and precision.
  • Champion the strategic integration of WeCom for China, driving personalised service, lead-capture, and relationship management at scale.
  • Utilise Salesforce as the central Client Services and CRM platform, ensuring data is captured and leveraged to maintain a single view of the client.
  • Personally manage and oversee the resolution of complex or escalated client concerns and complaints.
  • Own and maintain the Client Services Knowledge Base, ensuring it reflects current business practices.
  • Support seamless lead qualification and handoff to Retail and eCommerce teams.
  • Manage aftersales and appointment bookings, ensuring every client interaction is curated with care and excellence.
  • Collaborate cross-functionally with Retail, CRM, Marketing, and eCommerce teams.
  • Lead reporting and insights for Client Services, tracking key metrics like KPIs, SLAs, client feedback, and platform engagement.

Qualifications:

  • Experience in managing a client services function within luxury, retail, hospitality, or high touch client environment.
  • Exceptional communication, client centric and cultural sensitivity skills.
  • Proactive, result-driven, and collaborative.
  • Experienced in Salesforce and knowledge in the China digital landscape.
  • High attention to detail and commercial acumen.
  • Ability to make informed decisions and drive continuous improvement.
  • Adaptable and able to thrive in a fast-paced environment.
  • Strong problem-solving abilities and a strategic mindset.
  • Innovative thinker with a passion for enhancing customer experiences.
  • Committed to fostering a positive and inclusive work environment.

Additional Information:

  • A great working environment
  • Fantastic pension scheme
  • 27 days of holiday + bank holidays with the opportunity to buy or sell 5 more days
  • Private Healthcare
  • Mental health is a top priority for De Beers Group
  • Competitive salary
  • Your Choice membership discounts
  • Employee share schemes
  • Staff discount
  • Free breakfast & lunch at onsite restaurant
  • Free onsite gym
  • Flexible benefits package

De Beers Group is a company with a rich history and a sparkling future. Since 1888 our experts have searched the world for nature's most precious gem. Our diamonds bring beauty to the world. But we think they can do so much more. We want our diamonds, and our business, to make life brilliant - for our people, our customers and the world around us.

Global Client Services Manager employer: Anglo American / De Beers Group

De Beers London is an exceptional employer, offering a vibrant work culture that prioritises innovation, craftsmanship, and client-centric values. Employees benefit from a comprehensive package including a fantastic pension scheme, generous holiday allowance, private healthcare, and a commitment to mental health support, all within a collaborative environment that fosters personal and professional growth. With a focus on inclusivity and sustainability, De Beers London not only shapes the future of luxury but also invests in the well-being and development of its team members.
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Contact Detail:

Anglo American / De Beers Group Recruiting Team

StudySmarter Expert Advice 🀫

We think this is how you could land Global Client Services Manager

✨Tip Number 1

Familiarise yourself with the luxury retail landscape, particularly in client services. Understanding the nuances of high-end customer interactions will help you demonstrate your fit for the role.

✨Tip Number 2

Network with professionals in the luxury sector, especially those with experience in client services. Engaging with industry insiders can provide valuable insights and potentially lead to referrals.

✨Tip Number 3

Gain a solid understanding of Salesforce and its application in client relationship management. Being able to discuss how you would leverage this tool effectively will set you apart from other candidates.

✨Tip Number 4

Research De Beers' approach to client service and their unique diamond-first philosophy. Tailoring your conversations around their values and practices will show your genuine interest in the company.

We think you need these skills to ace Global Client Services Manager

Client Relationship Management
Luxury Retail Experience
Salesforce Proficiency
Cultural Sensitivity
Omnichannel Service Delivery
Team Leadership and Development
Communication Skills
Problem-Solving Skills
Attention to Detail
Data Analysis and Reporting
Adaptability in Fast-Paced Environments
Knowledge of WeCom and China Digital Landscape
Strategic Thinking
Collaboration Across Functions
Continuous Improvement Mindset

Some tips for your application 🫑

Tailor Your CV: Make sure your CV highlights relevant experience in client services, particularly within luxury or high-touch environments. Use specific examples that demonstrate your ability to lead teams and enhance client experiences.

Craft a Compelling Cover Letter: In your cover letter, express your passion for luxury client service and how your skills align with De Beers' values. Mention your familiarity with Salesforce and the China digital landscape, as these are key aspects of the role.

Showcase Problem-Solving Skills: Provide examples in your application of how you've successfully resolved complex client issues in the past. Highlight your strategic mindset and ability to drive continuous improvement in client services.

Highlight Cultural Sensitivity: Given the global nature of the role, emphasise your experience working with diverse clients and your understanding of cultural nuances, especially in relation to the China market.

How to prepare for a job interview at Anglo American / De Beers Group

✨Understand the Luxury Client Experience

Familiarise yourself with what constitutes a luxury client experience. De Beers London prides itself on delivering exceptional service, so be prepared to discuss how you would ensure warmth, attentiveness, and precision in client interactions.

✨Showcase Your Leadership Skills

As a Global Client Services Manager, you'll need to lead and mentor a team. Be ready to share examples of how you've successfully managed teams in the past, focusing on your ability to empower others and foster collaboration.

✨Demonstrate Cultural Sensitivity

Given the global nature of the role, especially with the focus on the China ecosystem, highlight your experience in culturally diverse environments. Discuss how you adapt your communication style to resonate with different audiences.

✨Be Prepared for Problem-Solving Scenarios

Expect to encounter questions about handling complex client concerns. Prepare specific examples that showcase your problem-solving abilities and your approach to maintaining grace and empathy under pressure.

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