THE ROLE
The Client Experience Manager is responsible for core management, people and transformation priorities as well as maintaining oversight of the buyer experience responsibilities for their team. As part of the Service Operations management team, the Client Experience Manager will collaborate across Operations globally to ensure delivery of standardization of process and the day-to-day delivery of the operation to a high standard of quality.
RESPONSIBILITIES
People & Operational Leadership
- Recruit, train, coach, and develop a high-performing team of Client Experience Coordinators.
- Set clear performance expectations, provide regular feedback, and manage performance outcomes.
- Ensure appropriate staffing, workload distribution, and coverage during peak sale periods and holidays.
- Serve as a subject matter expert for post-sale workflows and service standards.
Client & Post-Sale Execution
- Own the end-to-end post-sale experience for buyers, from invoicing through final delivery.
- Proactively manage priority and high-value client cases, ensuring timely, accurate, and thoughtful service.
- Act as a senior escalation point for complex client issues, resolving matters through to completion.
- Partner with specialists and sales teams to ensure post-sale readiness and smooth client handoffs.
Shipping & Delivery Leadership
- Guide shipping strategy by determining the most appropriate shipping solutions based on value, destination, risk, cost, and client expectations.
- Manage and resolve shipping escalations, including carrier delays, damage claims, and service failures.
- Oversee export and international shipping documentation, ensuring accuracy and compliance for cross-border movement of property.
- Provide oversight of shipping quotes, property collections, and delivery coordination.
Cross-Functional Collaboration & Improvement
- Work closely with Shipping, Finance, Payments, Compliance, Legal, Tax, and regional Operations teams to resolve issues efficiently.
- Ensure continuity of the client journey through strong partnership with global Operations teams.
- Dedicate a portion of time to identifying and leading continuous improvement initiatives that streamline workflows, reduce friction, and enhance client satisfaction.
- Contribute to broader operational and transformation initiatives aligned with Client Experience priorities.
IDEAL EXPERIENCE & COMPETENCIES
- Bachelor’s degree required.
- 3–5 years of experience in client service, operations, logistics, or a related field.
- Experience supporting high-net-worth or premium clients strongly preferred.
- Demonstrated understanding of shipping, logistics, and post-sale operations.
- Strong leadership, communication, and problem-solving skills.
- Calm, professional demeanor with excellent judgment under pressure.
- High attention to detail and ability to manage multiple priorities.
- Proficiency in Excel; experience with SAP or similar systems preferred.
- Flexibility to work evenings or weekends during peak periods.
- Multilingual capabilities a plus.
The proposed base salary for this position ranges from $70,000-$80,000. In addition to base salary successful candidates are eligible to receive a discretionary bonus, as well as a competitive benefits package. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered.
