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Client Services Manager

Los Angeles, CA

Hera Fine Jewelry (Hera) is seeking an experienced, full‐time Client Services Manager in Los Angeles. You can apply for this position here.


The Client Services Manager plays a crucial role in Hera’s ongoing commitment to provide our clients with the best possible experience. Reporting directly to the Founder/CEO, you will host in-person client meetings in our LA showroom, meet with clients virtually, manage all day-to-day client communications, and organize trunk shows to expand Hera’s client base. The Client Services Manager position is vital to ensuring seamless and exceptional customer service for our clients at Hera. Please note that this position does include evening and weekend work. 


At Hera, we work hard to produce high-quality rings and support our clients, but we also understand that work is just one part of life. We strive to support the wholeness of each team member through our living wage commitment and benefit offerings. We are looking for candidates who are excited by our organizational culture, which embraces:


  • Commitment in the active work needed to welcome a variety of diverse people and perspectives
  • Curiosity and an interest in professional growth; we are a small company but growing very quickly, and eager to find team members who want to grow with us
  • Openness and transparency, including comfort with giving and receiving constructive feedback 
  • Creative problem solvers; as a young company, we’re looking for team members who are excited to try new things, adapt, and move forward if something flops 
  • Driven, with an internal motivation to succeed; we are not micromanagers, and we look for staff who thrive in an independent environment 


MAJOR DUTIES & RESPONSIBILITIES

  • Host evening and weekend client meetings in our new Los Angeles showroom 
  • Host virtual client consultations 
  • Answer client questions and requests for updates via email within one business day, requesting information from production and design teams as needed 
  • Answer general inquiries sent to Hera’s website via the chat and contact pages as well as our social media inboxes
  • Support custom and bespoke clients through the design process, liaising with our design and production teams as needed to bring the client’s vision to life 
  • Develop and execute a new trunk show program for Hera, including: recommending city locations, recommending and booking meeting space, client scheduling, managing the shipment of samples needed for client appointments, and attending trunk shows with the Founder/CEO to manage logistics and host client meetings 
  • Manage sample inventory in our LA showroom and communicate with our NYC-based production team to ensure that rings needed for client meetings are sent to LA as needed
  • Other duties as assigned


WHAT WE’RE LOOKING FOR

  • Highly organized, detail-oriented, able to manage multiple priorities, and meet deadlines in a fast-paced environment
  • Strong time-management from organization, multi-tasking, and prioritization skills
  • Friendly and welcoming personality - we’re looking for someone who can bring enthusiasm and warmth to their work with our engagement ring clients
  • Ability to support clients with empathy and patience 
  • Collaborative, inclusive, and flexible team member
  • Detail-oriented with a keen eye for quality and design 
  • Resourceful self-starter who gets things done and is excited to learn
  • Able to present complex concepts in a clear and convincing manner to a broad range of audiences - Hera places a strong emphasis on educating our clients about their options and the reasoning behind our recommendations, and the Client Services Manager will need to be able to do this fluently 
  • Open to giving and receiving constructive feedback and adapting accordingly 


REQUIRED EXPERIENCE + KNOWLEDGE BASE

  • 3-5 years of luxury customer service experience with a focus on building individual client relationships, ideally in fine jewelry and/or engagement rings 
  • 2-3 years of fine jewelry sales experience, ideally in engagement rings 
  • Knowledge of engagement ring and wedding band settings, stones, metals, and other technical expertise required to help clients navigate the process of choosing their ring
  • Spanish language proficiency is preferred but not required


LOCATION

This position is a remote/in-showroom hybrid position based in Los Angeles, California. You can live anywhere within commuting distance, but need to be able to travel to the LA showroom regularly. When you aren’t meeting with clients, your work can be done remotely. 


TRAVEL

This position will manage Hera’s new trunk show program. You will be required to travel to trunk shows across the United States approximately one weekend per month. 


Regular travel to the Los Angeles showroom is required. This travel is typically scheduled in advance but may be required on short notice to accommodate client needs. 


COMPENSATION

This is a full-time non-exempt/hourly position. Wages are $35/hr. In order to provide our clients with the best possible service, and our team with no pressure to upsell, this position does not include commissions.


Benefits include: health and dental insurance covered at 85% by the company; employer-matched 401K plan; paid vacation and sick days; office closures for federal holidays and the week between Christmas and New Years; professional development funding; and a transparent, friendly and supportive working environment.


TO APPLY

To be considered for the position, please fill out the below form and upload all the items below in their respective fields, including:

  1. Cover letter
  2. Resume no longer than (1) page


If you need to request accommodations for the application process, please email [email protected]. Please note that we receive many applications for each job and cannot respond to questions regarding your application for any purpose other than to request accommodations. We are committed to ensuring an accessible application process and this policy is meant to keep our inboxes uncluttered so no accommodations requests are missed. 


OUR COMMITMENT

Hera Fine Jewelry is an equal opportunity employer that values diversity, equity, and inclusion. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


POSTING + CLOSING DATE

This application was posted on April 11, 2024 and will close at 11:59 pm on April 24.

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