Manager Client Support RH Boutique Partners

About the Role

Waterworks is looking for a Client Support Manager to manage a team of specialists and supervisors, ensuring efficient order management and exceptional customer service. The ideal candidate brings strong leadership skills and a commitment to process improvement to drive an elevated service experience for internal teams and luxury clients.

• Lead, coach, and develop a regional team of Client Support Supervisors and Team Leads to deliver a premium service experience.
• Build and maintain strong partnerships with showroom leadership and sales teams to support seamless order management.
• Develop and implement standardized operating procedures across the division to drive operational efficiency.
• Oversee service execution for large-scale, high-profile projects, ensuring all timelines and service levels are met.
• Manage the order-to-cash process, ensuring compliance with internal controls and company policies.
• Design and deliver training programs to develop team capability and performance.
• Prepare weekly and monthly performance reporting, including service metrics and operational insights.

• Bachelor’s degree or equivalent combination of education and experience.
• 5 years of management experience in a customer service-driven environment.
• Understanding of high-end retail sales and luxury service standards.
• Proven leadership skills with the ability to motivate teams and foster a collaborative environment.
• Proficiency with computer systems, including advanced Microsoft Excel (pivot tables, reporting) and ERP systems.
• Knowledge of plumbing, surfaces, or construction preferred.
• Ability to travel up to 30% to showroom locations and the corporate office.

• Competitive salary and bonus potential.
• Comprehensive medical, dental, and vision insurance.
• 401(k) retirement savings plan.
• Generous PTO program including vacation, personal, sick time, and volunteer days.
• Extensive training and career growth opportunities.

Required Skills