ABOUT US
Thom Browne is widely recognized for challenging and modernizing today’s uniform: the suit. By questioning traditional proportions, Browne’s designs consistently convey a true American sensibility rooted in quality craftsmanship and precise tailoring. We pride ourselves on our core values of respect and collaboration, challenging ourselves to express creativity and continuously innovate. We attract ambitious individuals who operate in unique ways while upholding exceptional craftsmanship and excellence.
THE ROLE
The Client Service Regional Manager will lead the day-to-day operations of our English-language Client Service team to deliver a luxury and personalized client experience across all contact channels and client touchpoints, driving omnichannel client value and loyalty.
Primary Responsibilities:
- Set the example of providing effective, elevated, personalized service across multiple contact channels: email, phone, live chat, messenger, and social
- Become an expert on the Thom Browne vision, product, and policies and serve as the team’s point person for questions, support, complex client situations and mitigate escalations through a radically client-centric approach
- Monitor and analyze Voice of Client insights across tickets, calls, and chats to identify recurring client pain points and opportunities to enhance the client journey
- Identify and share opportunities to improve workflows, systems, and/or services to ensure our offerings are best in class
- Utilize cross-selling, up-selling, and promote add-on and personalization opportunities to maximize client interaction value
- Support and identify potential conversion opportunities by working across relevant teams (Private Client Advisors, E Business, Retail Stores, Wholesale Partners)
- Provide team bulletins regarding new products, policies, procedures, updates, and actions
- Maintain strong working knowledge of internal systems including Salesforce Service Cloud, Shopify, SOM, ESW, and payment platforms to support operational troubleshooting and resolution
- Support Global Manager in motivating the team to achieve key business goals, including commercial target (sales), and client experience goals (service levels, client experience, client satisfaction)
- Coach the team to develop and build meaningful, lasting relationships with clients, escalating to in store Sales Associates and Private Client Advisors as appropriate, providing ongoing training and development in the areas of product and brand knowledge, policy, approach, tone, and verbiage
- Identify advisor development opportunities and build structured coaching plans that improve service quality, efficiency, and luxury communication standards
THE IDEAL CANDIDATE
- 2+ years’ leadership experience in high-touch DTC client service, retail, hospitality, or communications
- Exceptional written, verbal/nonverbal communication, and language skills
- Highly organized, detail-oriented, and proactive
- Strong creative problem analysis and solving
- Adaptable and flexible, able to prioritize multiple tasks simultaneously in a dynamic environment
- Computer and systems fluency, experience with CRM, OMS, and other CX and e-commerce systems
- Flexibility with work schedule; weekends as required
- As this is a hybrid role, at minimum one must have access to a quiet workspace with consistent internet at a speed of ~40-100 mbps
WHAT WE OFFER YOU
- Competitive compensation. Salary Range is $70,000 - $83,000 + target bonus. Please note that compensation will be offered based on relevant skills and experience
- Thom Browne Classic Uniform
- Hybrid office schedule
- Comprehensive benefits package
- 401(k) company match
- Diverse and inclusive working environment
