Client Experience Manager
roenNew York (NY)
About the role
Workplace type:
Hybrid Job location: New York, NYWho We AreROEN is a New York–based fine jewelry house rooted in master craftsmanship and considered design. We create pieces made to honor life's most meaningful moments — and every one of those moments deserves a client experience as considered as the piece itself.
The Opportunity:
We're looking for a Client Experience Manager to own the full arc of a client's journey with us — from first inquiry, through appointment and commission, to after-sales care once a piece is delivered. This is a relationship and operations role in equal measure: you'll be the thread connecting sales, production, and the client so nothing stalls and no one goes unheard. This is a hybrid role — based in the greater New York area, with in-person time in our Manhattan showroom a few days a week. What You'll Own Managing incoming inquiries and ensuring every lead gets a timely, warm first response Owning appointment scheduling and coordination with our sales team, so every showroom visit is well-prepared for Tracking diamond memos and following up on outstanding decisions before they become a liability Maintaining consistent, proactive follow-up with clients at every stage — before a decision, during production, and after delivery Owning after-sales care: check-ins post-delivery, coordinating repairs or resizing, and nurturing long-term client relationships beyond the first purchase Serving as the connective tissue between sales and production, tracking where each commission stands and keeping clients informed Reporting on pipeline health — leads, appointments, conversion, and memo status — to help the business make smarter decisions
Who You Are:
Experience in client relations, account management, hospitality, or a similarly relationship-driven role — luxury or bridal experience a strong plus Highly organized, with the discipline to track many relationships and details at once without letting anything slipA warm, thoughtful communicator — you know how to make someone feel taken care of, whether it's their first inquiry or a piece they bought two years ago Comfortable working across tools (we use Monday.com, Acuity, and Moxo) and can pick up new systems quickly Discreet and trustworthy — you'll be handling high-value client relationships and sensitive information Based in the greater New York City area, with flexibility to come into our Manhattan showroom a few days a week
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
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