Req ID:  1783

Hong Kong, China

Date:  15-Sep-2022

Client Service Manager

Job Description

The Client Services Manager is responsible for managing concierge operations to deliver an excellent Guest and Member experience while training staff and working within budgeted guidelines. As a Client Services manager will also be required to manage, train, and develop team members. Works in partnership with store management to ensure a consistent approach to all in-store service levels with special focus on the Concierge services.


  • Primarily responsible for leading and motivating the Concierge team to maintain exceptional levels of customer service including online and offline enquiries, gift redemptions, guest registration and Click & Collect service
  • Recruit, manage, train and develop the Concierge team
  • Manage customer queries in a timely and efficient manner.
  • Evaluate customer satisfaction levels with a focus on continuous improvement.
  • Provide consistent motivation and coaching to ensure desired luxury service expectations are achieved.
  • Establish and implement short- and long-range goals, objectives, policies, and operating procedures.
  • Maintain good channels of communication with Senior Executives, Division Management and Merchant teams and other internal and external partners.

Key Requirements

  • University graduate or equivalent
  • Prior experience in retail, customer service, hospitality services or luxury brand / boutique
  • Experience in servicing high-level clients including minimum 2 years in a leadership role preferred
  • Confident, engaging and self-motivated with ability to multi-task
  • Resourceful with excellent problem solving skills
  • Demonstrates strong interpersonal skills and be able to work well with people at various levels
  • Detailed oriented, highly- driven and dependable
  • Able to maintain a high degree of confidentiality
  • Able to work flexible hours and shifts, including weekends, nights and holidays as required by the needs of the business
  • Fluency in Cantonese, Mandarin and English

DFS is an equal opportunity employer. It is the Company’s policy and practice to employ, promote and treat all employees and applicants on the basis of merit, qualifications and competency and to provide all employees with a workplace that is free of discrimination. Employment decisions are based on qualifications such as education, work experience and talent, and are made without regard to race, color, gender, religion, age, national origin, marital status, sexual orientation, disability or any other basis protected by law.