What are the responsibilities and job description for the Client Experience Manager position at ROEN?
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