Regional Manager, Client Service

Thom Browne, Inc. is a luxury fashion brand known for redefining modern tailoring with a strong emphasis on craftsmanship and creativity. The Regional Manager, Client Service leads the day-to-day English-language client service operation to deliver elevated, personalized support across all channels and strengthen omnichannel loyalty and value.

• Lead day-to-day operations of the English-language Client Service team across email, phone, live chat, messenger, and social channels.
• Model and enforce elevated, personalized service standards and a radically client-centric approach to resolve complex situations and mitigate escalations.
• Become an expert in brand vision, product, and policies; act as the team point person for guidance and support.
• Monitor and analyze Voice of Client insights across tickets, calls, and chats to identify recurring pain points and opportunities to improve the client journey.
• Identify and communicate improvements to workflows, systems, and services to keep offerings best in class.
• Drive commercial impact through cross-selling, up-selling, add-ons, and personalization opportunities during client interactions.
• Partner with internal and external stakeholders (Private Client Advisors, E-Business, Retail Stores, Wholesale Partners) to support conversion opportunities.
• Publish team bulletins on new products, policies, procedures, updates, and required actions.
• Maintain working knowledge of systems (Salesforce Service Cloud, Shopify, SOM, ESW, OMS, payment platforms) to troubleshoot and support resolutions.
• Support the Global Manager in motivating the team to achieve sales targets and client experience goals (service levels, satisfaction).
• Coach advisors to build lasting client relationships and coordinate escalation to in-store Sales Associates and Private Client Advisors when appropriate.
• Create structured coaching plans and training to improve service quality, efficiency, and luxury communication standards (tone and verbiage).

• 2+ years of leadership experience in high-touch DTC client service, retail, hospitality, or communications.
• Exceptional written and verbal/nonverbal communication and language skills.
• Highly organized, detail-oriented, proactive, and adaptable in a dynamic environment.
• Strong analytical problem-solving skills.
• Systems fluency; experience with CRM, OMS, and other CX/e-commerce platforms (e.g., Salesforce Service Cloud, Shopify).
• Ability to prioritize multiple tasks simultaneously.
• Access to a quiet workspace and reliable internet connection (~40–100 Mbps) for hybrid work.

• Hybrid office schedule.
• Flexible schedule; weekends as required.
• Competitive compensation with target bonus (salary range mentioned).
• Thom Browne Classic Uniform.
• Comprehensive benefits package.
• 401(k) company match.
• Diverse and inclusive working environment.