Adam Lippes

Compensation

Full Description

Reports to: E-commerce Director Location: New York City Start Date: Immediate Job Type: Permanent Schedule: Full-time Benefits: Insurance, 401k, clothing allowance Company Description Adam Lippes is a global luxury and lifestyle brand that launched in Fall 2013, gaining critical acclaim for transcending the traditions of American Sportswear. The brand reflects Adam Lippes' personal aesthetic influenced by architecture and interiors, showcasing unhurried elegance and understated design. The clothing is designed and manufactured in New York City and is available at the finest retailers worldwide. Role Overview The Client Service Manager and DTC Assistant plays a pivotal role in ensuring an exceptional client experience across all Adam Lippes channels. This position supports the e-commerce team by overseeing client communications, managing order flow, and maintaining a seamless, high-touch service environment that reflects the brand’s commitment to excellence. The ideal candidate is both empathetic and analytical—skilled at resolving issues, anticipating needs, and identifying process improvements that enhance efficiency and client satisfaction. Acting as a bridge between clients and internal teams—including operations, logistics, and retail—you will uphold the Adam Lippes standard of attentiveness while continuously proposing and implementing service innovations to strengthen loyalty and retention. Key Responsibilities The following responsibilities are representative of the role and are not exhaustive; additional duties may be assigned as needed. 1. Client Service & Relations • Manage all client communications via email and phone, ensuring each interaction reflects brand tone and luxury service standards. • Oversee inquiries related to orders, returns, exchanges, refunds, and post-purchase follow-up, ensuring timely and accurate resolution. • Serve as the internal voice of the client—sharing feedback, insights, and opportunities for improvement across departments. • Maintain detailed records of client interactions and order histories. • Handle high-touch and VIP client needs with discretion and personalized attention. • Proactively follow up with clients after purchases to confirm satisfaction and reinforce brand loyalty. • Create and issue discount codes, gift cards, and approvals for refunds or replacements as needed. • Support private client appointments or special requests in coordination with retail and studio teams. 2. E-commerce and DTC Operations Support • Support product uploads, site audits, and digital merchandising updates, ensuring all content—copy, imagery, SKUs, and pricing—is accurate and aligned with brand standards. • Conduct routine desktop and mobile site validations to ensure a seamless shopping experience. • Partner with logistics and warehouse teams to track and resolve order or shipping issues. • Monitor and report fulfillment performance to ensure operational excellence and client satisfaction. • Assist with DTC initiatives across projects, events, and related activities, supporting the team and E-commerce Director in executing strategies that enhance the direct-to-consumer business. 3. Process Improvement & Systems Management • Audit client service workflows and recommend tools or process updates to increase efficiency. • Collaborate with e-commerce and IT to optimize CRM, helpdesk, and communication tools (e.g., Shopify, RLM, Klaviyo). • Develop and maintain communication templates, FAQs, and internal reference materials to ensure brand-consistent communication. • Maintain and update documentation for standard operating procedures and service training. • Support the development of service-level standards (response time, resolution targets, escalation process). 4. Reporting & Insights • Produce regular reports summarizing client service activity, issue trends, and resolution metrics. • Analyze feedback to identify patterns in product quality, fit, or fulfillment and present actionable recommendations to management. • Support the e-commerce team to integrate service data into broader business and performance dashboards. • Monitor KPIs related to satisfaction, retention, and repeat purchase rate to inform continuous improvement. 5. Client Retention & Personalization • Develop and maintain a database of high-value and repeat clients for proactive outreach and engagement. • Coordinate thank-you notes, gifting, and exclusive access opportunities for loyal clients. • Support digital clienteling initiatives such as wishlist follow-ups, restock alerts, and personalized recommendations. • Support client communication around pre-order, trunk show, sale and other events. 6. Cross-Functional Collaboration • Serve as a liaison between e-commerce, operations, marketing, and retail to ensure client communications and logistics are aligned. • Provide service readiness support during key seasonal moments—collection launches, sales, and marketing campaigns. • Participate in pre-season and post-season reviews to provide insights from the client perspective. Profile Requirements · Minimum 3–5 years of experience in client service, e-commerce operations, or related field; experience in luxury fashion strongly preferred. · Proven ability to manage high-touch customer communication with discretion, empathy, and clarity. · Highly organized with exceptional attention to detail and follow-through. · Strong problem-solving skills and ability to propose actionable, scalable solutions. · Collaborative, thoughtful, and process-driven; thrives in a fast-paced environment. · Proficiency in MS Excel, Shopify, and order management systems; familiarity with RLM, Klaviyo, or similar tools a plus. · Excellent written and verbal communication skills.