Global Client Services Manager

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Company Description

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.

Through powerful and immersive storytelling, we create a compelling vision of luxury that resonate globally whilst remaining deeply relevant to local markets. With a presence worldwide, De Beers London is a luxury jeweller that prioritises craftsmanship and a client-first approach. Our commitment to innovation, artistry and heritage cements our reputation as the foremost authority in diamonds, making De Beers London the definitive jewellery Maison. You will be part of a legacy that defines the future of luxury.

Job Description

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-including our China ecosystem-while 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 team's 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 You'll 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 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. 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 Group's 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.