Client Experience Manager at ROEN Client Experience Manager at ROEN in Hoboken, New Jersey Posted in 12 days ago.

Type:

full-time

Job Description:

Workplace type: Hybrid Job location: New York, NY Who We Are ROEN 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 slip A 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