Client Services Manager

Company Description

You’ll make us shine 

You communicate easily and openly with your colleagues and enjoy being part of a talented and diverse team. Whether creative or analytical, you are attracted by our fascinating product: nature’s hardest substance yet most tender gift. Our two retail brands, Forevermark and De Beers Jewellers, work with the finest diamond cutters to bring customers the world’s most beautiful diamonds. Our diamonds inspire us to shine and we are committed to making a positive difference to the people and places we touch. If you have the personality and skills to share our passion for all that diamonds can do, we’d love to hear from you.

We’re the world’s leading diamond company – a unique luxury business that thrives on the creativity, passion and knowledge of our people. To push our company forwards, we always need to think differently. We welcome diverse perspectives, people who spark fresh thinking and aren’t afraid to challenge assumptions. In return, we provide you with the space and support to grow and achieve your ambitions

Job Description

De Beers Institute of Diamonds is responsible for delivering inscription, grading, testing and education services to the diamond industry, with a focus on servicing De Beers brands, amongst others. The IoD Client Services team is responsible for the managing the accounts of leading Diamantaires using IoD services.

The Client Service Manager is responsible for developing and maintaining world class relationships, provide exceptional customer service on all operational accounts, with responsibility for managing production data, client reporting, managing the IoD administration function and supporting IoD senior management in projects. This role is critical to support the business in the day to day to running of our global IoD network. 

Reporting to the Senior Client & Business Development Manager: The role covers the following responsibilities, 

Client Service / Management:

• Responsible for operational relationship between IoD Clients and internal stakeholders.
• Main point of contact for Operations GMs ensuring the smooth logistics behind each client’s request.
• Provide a first level resolution service to the IoD Labs and to Client Management, gathering feedback and troubleshooting issues as they arise.
• Support and liaise with all IoD Clients (FM – COO) to ensure compliance of Pipeline Integrity Requirements.
• Manage the scope and design of new in-laboratory services and new programme implementation, presenting concepts to senior management for sign-off.
• Liaise with high profile clients regards new services and their requirements (e.g. Bulgari, LVMH for melee testing and sorting).

Reporting and Data Analysis:

• Manage all Inscription, Grading, Jewellery and Melee reporting for IoD Global Operations, Client Services and global market teams. This will require the timely creation of weekly reports for all services, monthly YTD / YOY comparisons and ad hoc data requests from the team.
• Manage IoD service invoicing, legal and contracts for DBFM/CoO/IoD clients.
• Support in in-depth analysis of all proposed opportunities, assessing them for commercial feasibility, operational requirements/changes, costs and timelines.
• Working closely with the IoD Global Operations GMs (especially IoD Maidenhead) to support the implementation, testing and growth phase of any new services, providing ongoing
• Provide analytical input into identifying, evaluating, and recommending prioritised development options including strategic/financial/operational evaluation and business case formation.

Projects and Administration:

• Manage the administration function of IoD Maidenhead, overseeing reporting, invoicing and communications.
• Provide input and support for Lab SOP, policy and documentation reviews.
• Manage internal resources and external suppliers to deliver project objectives, as appropriate.
• Manage administrative elements of IoD capital projects which support the strategic growth of IoD, CoO and the Brands where appropriate.

Qualifications

• Experience at data analysis/reporting of client behaviour.
• Ability to liaise/present to internal and external stakeholders at all levels; Excellent Internal and External communication (Written, Verbal and Listening).
• Excellent customer service in an international environment.
• Proven sales operations experience.
• Team management/supervisor experience particularly in a remote office arrangement.
• Accuracy; numeracy. Above average attention to detail.
• Proficient knowledge of MS Office Suite.

Additional Information

• A great working environment
• The opportunity to develop your skills within a growing company
• Staff discount
• Fantastic pension scheme
• We have 27 days of holiday with the opportunity to buy or sell 5 more days
• Mental health is a top priority for De Beers Group
• Free in house high tech Gym
• On site restaurant offering free breakfast and lunch
• We offer free subscription to Headspace and have mental health first aiders

De Beers Group

We’re the world’s leading diamond company, powered by thousands of people around the world, with a mission to support local communities, protect our natural environment and shape a brighter future. 

With headquarters in London and mines in four countries – Botswana, Canada, Namibia and South Africa – we are truly global. Established in 1888, our expertise ranges from exploration and diamond recovery, to rough diamond sales and diamond jewellery retail.

We market our polished diamonds through two brands, Forevermark and De Beers Jewellers, while our Element Six operation is the world leader in the design, development and production of synthetic diamond materials for industrial and electronic applications.

Inclusion & Diversity 

We are committed to promoting an inclusive and diverse workplace where we value and respect every colleague for who they are. We provide equality of opportunity to enable everyone to fulfill their potential.

Background Checks

Successful candidates will be required to complete background screening which may include a criminal check and validation of qualifications.

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