Global Client Services Manager

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 clienteleincluding our China ecosystemwhile ensuring operational excellence brand integrity and cultural relevancy. 

Your channel management will be underpinned by Salesforce enabling a single unified view of the client and supporting personalisation and continuity across interactions. 

You will work closely with the Head of Client and CRM to continuously enhance the client journey across touchpoints supporting a seamless client-centric omnichannel experience. 

Key Responsibilities:

• Lead mentor and develop the team while ensuring all service levels (SLAs) are consistently met and exceeded. 
• Oversee the teams role as the first point of contact for all inbound client and prospect enquiries across Livechat inbound calls call-backs email website enquiries social media direct messages and across the China-specific WeChat and WeCom ecosystem. 
• 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 (adhering to PIPL). 
• Utilise Salesforce as the central Client Services and CRM platform ensuring data is captured and leveraged to maintain a single view of the client and elevate service experiences. 
• Personally manage and oversee the resolution of complex or escalated client concerns and complaints with grace empathy and a solutions-oriented approach speaking directly with clients as required. 
• Own and maintain the Client Services Knowledge Base ensuring it reflects current business practices product launches and service guidelines to enable swift accurate and consistent responses. 
• Support seamless lead qualification and handoff to Retail and eCommerce teams ensuring continuity personalisation and a high-conversion experience. 
• 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 to deliver a fully integrated and culturally attuned client journey. 
• Lead reporting and insights for Client Services tracking key metrics like KPIs SLAs client feedback and platform engagement and use these insights to improve strategy and service delivery. 

Qualifications :

What Youll Do  

• Act Like an Owner: Take responsibility for the delivery of luxury-standard client services ensuring alignment with business expectations. 
• Create Clarity: Clearly define objectives expectations and standards for client services elements. Communicate effectively to ensure alignment and understanding across teams. 
• Empower Teams: Foster a collaborative environment where team members are encouraged to innovate and take ownership of their work. Support and enable colleagues to perform at their best. 
• Succeed Together: Build strong cross-functional relationships to ensure cohesive and successful execution of client and ecommerce initiatives. 
• Challenge Conventions: Continuously seek and implement innovative solutions to enhance the client and omnichannel experience. Be open to new ways of thinking and encourage creativity within the team.  

Who You Are 

• 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 (WeCom advantageous) 
• 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 with multiple stakeholders. 
• Demonstrates a proactive and accountable mindset. Strong problem-solving abilities and a strategic mindset. 
• Innovative thinker with a passion for enhancing customer experiences. 
• Values craftsmanship innovation and a client-first approach. 
• Committed to fostering a positive and inclusive work environment. 
• Consistently striving for excellence and continuous improvement. 
• Celebrates achievements learns from challenges and contributes to a positive 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 - we offer free subscription to Headspace and have mental health first aider
• Competitive salary
• Your Choice membership discounts
• Employee share schemes 
• Staff discount
• Free breakfast & lunch at onsite restaurant
• Free onsite gym
• Flexible benefits package 

Who we are

De Beers Group is a company with a rich history and a sparkling future. Since 1888 our experts have searched the world for natures 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. Venetia Mine is part of De Beers Group Managed Operations Business which integrates mines operations and support functions in the De Beers Group producer countries of Canada and South Africa to shape a safe sustainable future for De Beers Groups people shareholders communities and partners.

Safety

Safety first is a way of life for us. We are unconditional about the safety health and well-being of our colleagues at work and at home and about that of the communities where we work. We aim to lead the industry by investing in innovation to protect people who are at the heart of our business. Our high performing teams take accountability for their own and others actions work collaboratively and always show care and respect.

Inclusion & Diversity

We are committed to promoting an inclusive and diverse workplace where we value and respect every colleague for who they are. We provide equality of opportunity to enable everyone to fulfil their potential. Referrals incentive applicable: This opportunity is open to a paid referral incentive according to the Referral Policy. Referral incentives are applicable to De Beers Group internal employees only. 

Building Forever

Sustainability is at the heart of our decision-making it is how we do business.   Building Forever is key to our purpose as it represents our ambitious and holistic sustainability framework and is central to our ability to deliver long-term value to our communities and partners. This shapes how we protect our social and environmental license to operate build a long-term legacy in our host communities and earn consumers trust in our diamonds that they can wear with pride. 

Background Checks

Successful candidates will be required to complete background screening which may include a criminal check and validation of qualifications.

Remote Work :

No

Employment Type :

Full-time