Director, Client Care

WHO WE ARE:

The FoundRae Collection is more than jewelry. The pieces are modern heirlooms, ones that allow the wearer to express something of themself to the world. The FoundRae collection is intended to become part of the wearer, a second skin, an expression of identity and of personal values.

The collection is founded on a lexicon of archetypal, mythological, and classical symbols with the intention of inspiring the wearer to take the wisdom passed down through generations and apply that to one’s own life. Foundrae is a reminder, one we wear against our hearts or on our hands, of our capacity for change and growth. When you wear one of these pieces, you are announcing to yourself and to the world that everything you want and everything you want to be is already inside you - all you have to do is claim it.

WHO WE ARE LOOKING FOR: Director, Client Care

POSITION SCOPE:

The Director, Client Care will lead and develop the client care team to support all omnichannel experiences, including online and virtual appointment-based sales, after-sales support, and in-store experiences. This role will report to the Senior Director, Retail, and will evaluate current practices and provide recommendations to align the client care function with the current and future growth strategy. This position will work closely with store management and internal teams to elevate the online shopping experience, support the after-sales process while ensuring an exceptional end-to-end client journey upholding and communicating the FoundRae ethos and brand standards.

RESPONSIBILITIES:

Clientele Management and Sales

• Embody the FoundRae standard of client experience, lead and coach the team on selling ceremony, storytelling and relationship excellence.
• Ensure continuous team development of client relationships by defining, creating and celebrating memorable moments for our clients.
• Continuously train the team to build, develop and maintain authentic relationships and communicate the brand’s mission.
• Support both the team and clients in selecting the perfect pieces by listening to client requests, recommending appropriate products, and creating opportunities for cross-selling and upselling.
• Ensure the team is knowledgeable about current and new collections, understands all features, craftsmanship, and the stories behind the pieces to effectively communicate with clients.
• Guide the team to meet and exceed monthly sales targets; assisting the sales team as needed.
• Ensure the highest level of client satisfaction, always maintain a solutions-oriented approach regarding any potential client issues.

Client outreach:

• Manage the client care database, develop and determine appropriate outreach to clients
• Ensure team and individual client outreach cadence, supporting appointment based selling opportunities
• Support marketing initiatives with team and individual personal outreach

Management

• Develop, implement and manage client care roadmap including service level agreements; communicate and define KPI’s

Manage and act as CRM systems expert:

• Learn Gladly, Shopify POS and Endear client management systems be the subject matter expert
• Roll out Endear seasonal initiatives per direction of leadership
• Support advisors with client ticket escalations to ensure satisfactory and successful resolution
• Conduct weekly team and individual meetings; communicate goals and metrics
• Oversee all team scheduling ensuring appropriate coverage
• Work in conjunction with Senior Leadership and Human Resources on hiring and any employment issues.
• Lead any special projects or new initiatives

REQUIREMENTS:

• Associate’s or Bachelor’s degree preferred
• Minimum of 7 years in client care management experience and at least 3 years within the luxury marketplace; fine jewelry experience a plus
• Previous experience with CRM systems, Endear/Gladly experience a plus
• Familiarity with Netsuite and Shopify experience a plus
• Strong communication skills; written and verbal
• Able to work a flexible schedule including peak periods weekends, holidays and evenings as needed
• Highly organized with focus on execution, problem-solving, and improving processes
• Excellent analytical and problem-solving skills, with the ability to develop and execute strategic initiatives to drive business growth and operational excellence.
• Self-starter with a proactive and entrepreneurial spirit, able to thrive in a fast-paced, startup environment while maintaining a focus on details and achieving goals.
• Highly organized and detail oriented
• Outstanding communications skills, written and verbal
• Microsoft Office experience required

The appointed candidate will be offered an annual salary between $125,000 - $140,000 plus the opportunity for a bonus, a comprehensive benefits package including: medical, short and long-term disability, various paid time off programs, employee discount/perks and retirement plan.

OUR COMPANY VALUES:

• We value people: we want each other to be the best versions of who we can be.
• We value our relationships with our employees, suppliers and community.
• We value diversity and promote inclusivity with our words, actions and images.
• We value professional development and personal growth.
• We value community service and philanthropy.
• We value and foster creativity and self-expression.
• We value accountability for ourselves and the collective and show integrity through all our interactions.
• We value storytelling and reading.