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Client Care Manager

2 weeks ago

Remote, Canada Hillberg & Berk Full time

Hillberg & Berk, a Canadian owned, women-led, purpose driven jewellery brand, is looking for a strategic and people‑focused Client Care Manager to lead and scale our Client Care function. This role is ideal for a leader who excels at developing high-performing remote teams, driving operational excellence, and creating exceptional client experiences. As the owner of our clienteling program, you'll deepen client relationships, drive retention, and support our continued growth across all digital touchpoints.

What You'll Do
  • Manage, coach, and scale a high-performing Client Care team with clear structure, workflows, and performance standards.
  • Sustain a client-first culture aligned with Hillberg & Berk's values and brand.
  • Lead workforce planning and staffing to support consistent service across all periods.
  • Own and advance the Endear clienteling program to deliver personalized, impactful client outreach.
  • Collaborate with Digital, Marketing, Retail, and Operations partners to align strategies and campaigns.
  • Oversee daily Client Care operations across Gorgias, Shopify, Fulfil, Asana, and other tools.
  • Improve workflows, escalate paths, and adopt AI and automation to drive efficiency and quality.
  • Establish and report on Client Care KPIs, using insights to enhance the client journey and e‑commerce performance.
  • Handle complex or escalated client cases with professionalism and sound judgment.
What You Bring
  • 5+ years' experience in e‑commerce, retail, or customer experience, including team leadership.
  • Proven success scaling customer support or client care functions in a growth environment.
  • Hands-on experience with clienteling; Endear expertise is a strong asset.
  • Strong operational, analytical, and communication skills.
  • Proficiency with Shopify, Gorgias, Fulfil, Asana, and Microsoft Office; experience with AI-enabled CX tools is an advantage.
  • High school diploma required; post‑secondary education in business or communications preferred.
  • Must be available to work evenings and weekends during peak periods as needed

Vacancy Type: ExistingSalary Band: $65,000 - $75,000In addition to base salary, we also offer a competitive bonus program, benefits, and total rewards package.

If your experience does not meet or exceeds these role requirements, this salary band may be adjusted accordingly in the event that an employment offer is made.

About H&B

We are a customer and employee centric business with ambitious growth plans. We are excited about the future of delighting our customers, innovating our product, growing our business along with our people and empowering women in the process. If you have a learning mindset, would like to pursue growth and development in your career and want to work for a business with an authentic motivation to do good in the communities we serve, a role at H&B might be an exciting change for you Hillberg & Berk is dedicated to providing an inclusive, diverse and equitable work environment representative of the communities in which we operate, while creating a culture where all employees can show up, participate and contribute as their authentic selves. This commitment applies to all candidates and employees regardless of their race, creed, religion, colour, sex, sexual orientation, marital status, family status, disability, gender identity or expression, physical size or weight, age, nationality, ancestry, or place of origin. Requests for accommodation can be made due to disability or any other protected characteristic at any time during the recruitment process by contacting People & Culture.

H&B is not currently using any autoscoring features in our applicant tracking system. Applicants may be filtered from view based on their legal ability to work in Canada or availability to work the required working hours for the responsibilities of this role.