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Market:NY - New York
Industry Segment:Luxury Watches and Jewelry
Category:eCommerce
Seniority:Manager
Job Type:Full time

Established in Bali in 1975, John Hardy is dedicated to the creation of ultimate beauty through artisan hand-crafted jewelry. Our master artisans honor original craft through the perfection of modern design, creating timeless one-of-a-kind pieces that are brilliantly alive.

John Hardy, an artist and visionary, visited Bali in the 1970s and was enchanted by the island’s sublime beauty. He founded an authentic collective with local artisans and, to this day, we continue to operate a company deeply rooted in the essential values of community, artisanship and sustainability. With a global team of more than 1,200 people, the company is headquartered in New York City.

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In House Role

Brobston Group is managing the hiring process. Our team screens all applicants and coaches you through the interview process.

Overview
We are seeking a customer-focused professional with 3+ years of experience. The role is mostly remote with occasional travel to the office.
Job Description

John Hardy is seeking a Client Care Manager to join the E-Commerce team as the voice of the customer. They will be responsible for overseeing Client Care Associate(s) and working to define and implement best-in-class customer service policies and procedures with the client experience at the forefront of all decisions.

Role & Responsibilities

  • Supervise, develop, and motivate Client Care Associate(s) to ensure excellent customer service befitting a luxury brand and deliver department objectives.
  • Onboard and train any temporary or full-time new hires in Client Care.
  • Manage client inquiries (product details, sizing, inventory availability, order status, delivery status, return status, repair services) via phone, email and live chat.
  • Collaborate with cross-functional teams to problem solve and address client concerns.
  • Track/quantify issues to determine the recommended fix and priority level.
  • Identify needed scripts based on frequently asked questions.
  • Anticipate concerns and distinguish upsell opportunities to develop a proactive approach to client care.
  • Redefine policies/procedures and advocate for needed system upgrades to improve department efficiencies.
  • Partner with digital marketing to develop a consistent brand voice across all communications.
  • Develop trust and build client relationships.
  • Provide weekly, monthly and ad hoc reports on KPI’s.
  • Research to understand industry trends and evolving customer expectations.

Qualifications & Requirements

  • Bachelor’s Degree.
  • 5+ years’ experience in a similar role; luxury experience preferred.
  • Excellent written and verbal communication skills.
  • Technology savvy with a high level of comfort navigating multiple systems.
  • Ability to manage and prioritize multiple tasks and projects simultaneously to meet deadlines.
  • Exceptional follow-through with attention to detail and a high level of accuracy.
  • Hands-on approach and analytical/critical thinking to problem-solve issues.
  • Ability to build relationships with internal cross-functional partners and external clients.
  • Service oriented with strong listening skills, compassion, respect, professionalism and integrity.
  • Ideal candidate will thrive in a fast-paced, results-driven environment.
  • Must be able to work flexible hours; schedules may vary during peak periods.

MarketNY - New York
Industry SegmentLuxury Watches and Jewelry
CategoryeCommerce
SeniorityManager
Job TypeFull time

Established in Bali in 1975, John Hardy is dedicated to the creation of ultimate beauty through artisan hand-crafted jewelry. Our master artisans honor original craft through the perfection of modern design, creating timeless one-of-a-kind pieces that are brilliantly alive.

John Hardy, an artist and visionary, visited Bali in the 1970s and was enchanted by the island’s sublime beauty. He founded an authentic collective with local artisans and, to this day, we continue to operate a company deeply rooted in the essential values of community, artisanship and sustainability. With a global team of more than 1,200 people, the company is headquartered in New York City.

Copied

In House Role

Brobston Group is managing the hiring process. Our team screens all applicants and coaches you through the interview process.

Overview
We are seeking a customer-focused professional with 3+ years of experience. The role is mostly remote with occasional travel to the office.
Job Description
Industry Segment: Luxury Watches and Jewelry
Single Page

No longer accepting applications

No data was found
Client Care Manager
John Hardy
New York
Luxury Watches and Jewelry
Full time
Posted 2 years ago

In House Role

Brobston Group is managing the hiring process. Our team screens all applicants and coaches you through the interview process.

Overview
We are seeking a customer-focused professional with 3+ years of experience. The role is mostly remote with occasional travel to the office.
Job Description
About John Hardy

Established in Bali in 1975, John Hardy is dedicated to the creation of ultimate beauty through artisan hand-crafted jewelry. Our master artisans honor original craft through the perfection of modern design, creating timeless one-of-a-kind pieces that are brilliantly alive.

John Hardy, an artist and visionary, visited Bali in the 1970s and was enchanted by the island’s sublime beauty. He founded an authentic collective with local artisans and, to this day, we continue to operate a company deeply rooted in the essential values of community, artisanship and sustainability. With a global team of more than 1,200 people, the company is headquartered in New York City.

No longer accepting applications

Client Care Manager

Posted 2 years ago
New York
Market: NY - New York
Industry Segment: Luxury Watches and Jewelry
Category: eCommerce
Seniority: Manager
Job Type: Full time

In House Role

Brobston Group is managing the hiring process. Our team screens all applicants and coaches you through the interview process.

Single Page

No longer accepting applications

No data was found
Client Care Manager
John Hardy
New York
Luxury Watches and Jewelry
Full time
Posted 2 years ago

In House Role

Brobston Group is managing the hiring process. Our team screens all applicants and coaches you through the interview process.

Overview
We are seeking a customer-focused professional with 3+ years of experience. The role is mostly remote with occasional travel to the office.
Job Description
About John Hardy

Established in Bali in 1975, John Hardy is dedicated to the creation of ultimate beauty through artisan hand-crafted jewelry. Our master artisans honor original craft through the perfection of modern design, creating timeless one-of-a-kind pieces that are brilliantly alive.

John Hardy, an artist and visionary, visited Bali in the 1970s and was enchanted by the island’s sublime beauty. He founded an authentic collective with local artisans and, to this day, we continue to operate a company deeply rooted in the essential values of community, artisanship and sustainability. With a global team of more than 1,200 people, the company is headquartered in New York City.

Client Care Manager

John Hardy

New York

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