Regional Client Services Case Manager

About the role

We are seeking a Regional Client Services Case Manager to lead customer support across Asia Pacific and China for a leading luxury brand. You will act as the primary point of contact for client cases, ensuring each interaction reflects the highest standards of service and professionalism.

Key responsibilities

• Own end‑to‑end client cases from initial contact to resolution, delivering solutions that exceed expectations.
• Build and maintain trusted relationships with internal stakeholders and external retailer partners.
• Serve as the regional ambassador, collaborating with field teams to provide a world‑class luxury experience.
• Advocate for customers by translating insights into product and service improvements.
• Manage allocated budgets responsibly, ensuring expenditures stay within guidelines.
• Utilise CRM tools to track case progress, monitor satisfaction, and generate reports for management.
• Share knowledge across departments to foster a collaborative and accountable environment.

Required profile

• Proven experience in client services or case management within a luxury or premium‑brand environment.
• Strong communication and stakeholder‑management skills.
• Ability to influence and persuade at all organisational levels.
• Detail‑oriented with a focus on continuous improvement.

Required skills