Zimmermann · 6 hours ago
Client Services Assistant Manager, US
NYC Metro Area
Full-time
Onsite
Mid, Senior Level
$75K/yr - $80K/yr
3+ years expZimmermann is a luxury fashion brand seeking a Client Services Assistant Manager to join their dynamic Client Services team at their New York Head Office. The role involves assisting the Client Services Manager in executing strategy and managing the Client Services Advisor team while ensuring client service excellence and maintaining strong client relationships.
ApparelFashionHospitalityHotelManufacturingRetailShippingShoppingTravel Accommodations
Responsibilities
Support the Client Services Manager in managing the team and executing projects + strategy
Lead the Client Services Advisor team to achieve their performance, sales, and other KPI targets. Support and encourage the team to achieve their monthly incentive
Be a Zimmermann client services champion, putting the client at the forefront of everything and working with the manager to develop a team who have a deep, extensive knowledge of all products and their features and benefits
Ensure responses to clients are timely, helpful, and aligned to the brand through routine QA checks, meeting the 10 tickets reviewed per agent per week cadence
Set the standard for client services excellence by building a database of engaged clients and facilitating organic client growth
Serve as the first point of contact for complex or long-standing problems, complaints or major incidents that have been escalated by client services advisors, involving multiple internal departments and external parties, and following problems through to resolution. Issue and approve resolutions for clients following discretion guidelines
Proactively identify issues when they occur and work alongside the manager to take necessary actions to resolve them
Call out operational inefficiencies to management and suggest improvements
Support the Client Services Manager to generate detailed reporting, making use of data from multiple data and system sources
Create and keep up P&P documents related to the Client Services Advisor team
Participate in delivering ongoing training to the Client Services team to ensure optimal support is provided for local and international Online, Retail, and Wholesale enquiries + partners
Uphold & promote the Z.Style suite training platform and monitor Client Advisor completion to remain at or near 100%
Work in partnership with the Client Development team to enhance the digital shopping experience
Provide all online clients (including VICs) with an industry-leading, personalized, luxury service experience through proactive outreach and other opportunities. Build, maintain, and elevate relationships
Understand Online VICs on a personal level – shopping behaviors, experience, and lifestyle preferences – and own management
Support the Client Services Manager in leading and nurturing team growth
Motivate team members to consistently go above and beyond for our clients and provide the outstanding service that our clients will value
Coordinate day-to-day team operations & channel roster to ensure daily tasks are completed, client needs are fulfilled, and client expectations are exceeded
Support with ongoing team coaching and development
Maintain effective and direct communication with all team members
Provide the Client Services Manager consistent performance feedback on Client Services Advisor team members and input for performance reviews and appraisals
Monitor team performance and follow company guidelines when performance does not meet expectations
Facilitate consistent 1:1 touch base with individual CS advisors to discuss performance and opportunities
Support the Client Services Manager in designing the weekly and monthly team rosters based on the business needs and in accordance with budget
Be involved in client services team recruitment by supporting in interviewing and onboarding new team members
Ensure all company policies and procedures are followed thoroughly
Always promote and uphold the non-negotiable standards of the OH&S policy and act
Ensure any incidents related to OH&S are reported in an appropriate and timely manner
Qualification
Required
A minimum of 3-5 years of experience in senior client services support and team management
Evidence of leadership experience, inclusive of solution focused problem solving and instilling motivational techniques
Highly organized, with the ability to prioritize and delegate tasks to a team
Interest in the luxury goods/retail sector, with a client-first mindset
Strong desire to improve client services quality and processes
Proven ability to multi-task under pressure, work through the unexpected, and quickly switch between a variety of issues that demand a manager's attention
Outstanding people skills with an ability manage, motivate, and develop teams
Ability to demonstrate empathy and build rapport with clients, team members, and colleagues
Excellent phone etiquette as well as written English and communication skills
Experience in using client relationship & service software's such as Zendesk and Omneo Clienteling
Computer literacy with particular use of Microsoft Office, Apparel21 and Magento
Preferred
Business Management, Business Administration, Sociology/Psychology, or Communications degree preferred
Benefits
Bespoke career development plans and access to strong mentors and industry leaders.
Opportunity to grow within an Australian luxury fashion brand with opportunities to work globally.
Competitive package and team member discount
Be part of a responsible fashion house with a focus in leading in sustainability
Company
Zimmermann
Zimmermann is an Australian brand that manufactures and sells ready-to-wear, swim and resort and accessories.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2023-08-08Acquired
2016-03-04Private Equity
Recent News
2025-10-06
Startup Daily
2025-07-24
Company data provided by crunchbase