Client Care Manager, Mandarin Gallery

Job description

Position The Client Care Manager, Mandarin Gallery is responsible for leading the daily operations of the Mandarin Gallery Client Care Centre (MGCCC) and delivering an exceptional after-sales experience for RIMOWA clients in Singapore. The Manager directly leads and develops the MGCCC Client Care Officer team and provides operational direction to technicians while they are rostered at MGCCC. The role is accountable for client experience, case management, team performance, operational efficiency, MGCCC spare-parts inventory and compliance with RIMOWA standards.

As a client-facing operational role, the position works within MGCCC’s rostered operating hours, with working days and hours flexed according to business and client needs. The Manager is expected to maintain a strong and visible presence at MGCCC while ensuring effective team coverage and a consistently high level of client service. Job responsibilities MGCCC Operations & Client Experience Lead daily MGCCC operations and ensure RIMOWA service and operational standards.

Oversee client enquiries, repair cases and service requests, ensuring professional and timely resolution. Manage complex client cases and escalate exceptional matters to the Store Manager. Ensure clear communication on warranty, quotations, repair scope and lead times. Monitor client feedback and NPS and implement service recovery actions. Maintain a safe, organised and client-ready environment. Team Leadership & Development Lead, coach and develop the Client Care team to deliver service and performance objectives.

Set team expectations, conduct coaching and performance reviews, and address performance or conduct issues. Identify development needs and oversee training and onboarding. Manage rosters, leave and manpower deployment to ensure operational coverage. Support recruitment and succession planning with the Store Manager and HR. Foster a collaborative, accountable and high-performance team culture. Technician & Repair Coordination Allocate and prioritise technician work and monitor productivity, workload and turnaround times.

Coordinate Client Care Officers and technicians to ensure accurate assessments, efficient repairs and clear client communication. Performance, Systems & Spare Parts Monitor KPIs including NPS, repair lead times, case backlog, technician productivity and spare-parts accuracy. Review workflow and case ageing and implement actions to address operational gaps. Ensure accurate recording of cases, warranty decisions, repairs and client communications in Repair Management and Cegid.

Manage MGCCC spare-parts inventory, including receipt, storage, issuance, replenishment and cycle counts. Investigate discrepancies and ensure compliance with group procedures and shrinkage controls. Prepare operational reports and performance updates as required. Governance, Collaboration & Improvement Ensure compliance with warranty policies, Client Care guidelines, SOPs, internal controls and audit requirements. Review warranty assessments within delegated authority and escalate exceptional cases.

Partner with the Store Manager on operations, manpower, client experience and business priorities. Collaborate with workshop and retail teams to ensure seamless client journeys. Train retail teams on Client Care, warranty, product assessment, repair and escalation procedures. Identify improvements to productivity, service quality, inventory accuracy and client satisfaction. Support regional projects, system enhancements and service initiatives.

Perform other duties reasonably assigned within the scope of the role. Profile Degree or diploma in business, hospitality, retail management, customer experience or a related discipline. Five to eight years of relevant experience in Client Care, customer service, after-sales service, luxury retail, hospitality or a related environment. At least three years of people-management or substantial team-leadership experience. Demonstrated experience in handling complex client escalations and service recovery.

Experience managing operational performance, workforce deployment and service-quality standards. Experience in warranty assessment, repair operations or spare-parts inventory management would be advantageous. Proficiency in Microsoft Office and familiarity with client, repair or inventory-management systems. Excellent written and spoken English; additional languages relevant to the Singapore client base would be advantageous.