Regional Client Services Case Manager

About the role

The Regional Client Services Case Manager will be the primary point of contact for luxury customers across Asia Pacific and China. You will ensure each client interaction reflects the brand’s high‑end standards while driving resolution of cases from start to finish.

Key responsibilities

• Own end‑to‑end customer cases, from initial contact through final resolution, maintaining a premium service experience.
• Build and nurture relationships with internal teams and external retailer partners to align service strategies.
• Act as the regional ambassador, collaborating with field teams to deliver consistent luxury experiences across the retailer network.
• Leverage customer insights to recommend improvements to products, services, and ownership experiences.
• Manage allocated budgets, ensuring expenditures stay within approved limits.
• Utilise CRM tools to track case progress, monitor satisfaction metrics, and generate reports for senior management.

Required profile

• Demonstrated experience in client‑facing roles within a luxury or premium‑service environment.
• Strong interpersonal skills with the ability to influence stakeholders at all levels.
• Excellent communication, empathy, and problem‑solving abilities.
• Detail‑oriented mindset with a focus on continuous improvement.

Required skills

• Proficiency with CRM systems for case management and reporting.
• Budget management and resource stewardship.
• Ability to work collaboratively across multiple departments and regions.