Client Services Manager, EMEA
28 days ago
Taunton
Hagerty is a company builtby drivers fordrivers. We put our members at the center of everything wedo are dedicated to making it easier and more enjoyable for enthusiasts to drive and celebrate the machines they love.We’reproud to be the world’s largest insurer of collectible andenthusiastvehicles and are home to the Hagerty Drivers Club, the world’s largest car club. Our Marketplace business presents live and digital sales across the U.S. and Europe, we hosta number ofdriving events and concours, and our award-winning automotive journalists produce the most popular car magazine globally, alongside internationally awarded videos.We’recommitted to Never Stop Driving. As a Client Services Manager, EMEA ,you will manage the Europe-based ClientLiaisonteamensuring abest-in-classexperience forBroad Arrow clients. You will partner with theEMEA Car Specialist team, enabling seamless client engagement across Broad Arrow auctions and Private Salesandensuring client needs are met with precisionandresponsiveness. Additionally,you willprovide oversight and guidance for client service delivery and communications supporting the Broad Arrow Capital business. • Champion a high-touch, concierge-level client experience across all pre-sale, onsite, and post-sale interactions, • Serve as a senior escalation point ensuring consistency and quality at every touchpoint, • Set and uphold service standards that reinforce Broad Arrow’s reputation for excellence in the collector car market, • Lead, mentor, and develop a distributed team, driving accountability, performance, and continuous improvement, • Establish clear standards to ensure consistency across client services function, • Partner closely with Client Development to support pre-sale client outreach, • Oversee the preparation and quality control of consignment packages, ensuringaccuratedocumentation, fee structures, and alignment with auction standards, • Oversee execution of client-facinglogisticsincluding catalog distribution, bidder credentialing, event RSVPs, and seating coordination, • Lead bidder registration processes for auctions, ensuring accuracy, compliance, and aseamlessclient experience, • Provide leadership and guidance to the team on client communications and expectations throughout the consignment lifecycle, • Provide on-the-ground leadership at collector car auctions,representingBroad Arrow’s client service standards and ensuring seamless execution, • Partner with Operations and Administration teams to coordinate onsite activities, including post-sale vehicle load-out and clientlogistics, • Oversee post-sale invoicing, transportation coordination, and fulfillment activities, ensuringtimelyandaccurateexecution, • Own the resolution of complex or sensitive post-sale issues for both buyers and sellers, while coaching team members on effective problem-solving and client communication, • Workclosely with the Vice President of Sales, EMEA toensureall client relatedactivitiesare executed to the highest standard, • Work with theDirector of Financial Services (Broad Arrow Capital) to ensurea seamless, high-quality client experience across financing and capital services, • Bachelor’s degreeor equivalent experience, • Strong client serviceor relationship managementexperience intheauction orhigh-end hospitality industries, • Previousexperience in managing a team, • Strong attention to detailand willingness to work in a deadline-driven environment, • Exceptional organizational skills, • Polished client-facing engagement and eagerness to interact directly with clients andproblem-solve on their behalf, • Excited about working in a fastpaced and innovativeenvironment with autonomy and independence, • Excellent written and verbal communications skills, • Ability to deliver under time pressureandmeetdeadlines, • High levelof integrity and work ethic, • Knowledge inMicrosoftsuite, • Ability to work and manage team members successfully in both office and work from home environments, • Positive mindset with strong orientation for teamwork and collaboration, • Proficiencyin European languages is a plus, especially German,Dutchand Italian, • This position is open to remote work in the United Kingdom. However, team members whoresidenear the Broad Arrow office will follow a hybrid schedule, working from the office three days per week, • Must be flexible to work evenings/weekends, with the ability to travel internationally for auctions as needed, • Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable. For SOX compliant roles, responsible for designing, executing, and documenting internal controls where they have been identified as owners to prevent errors in financial reporting, processes, and business operations. Including attestation to the completeness, accuracy, and compliance of all financial reporting data, where applicable. At Hagerty, we share the road. We are an inclusive automotive community where all are welcomed, valued and belong regardless of race, gender, age, or car preference. We are united by our shared passion for driving, our commitment to preserve car culture for future generations and our desire to make a positive impact in the world. #LI-Remote EEO/AA US Benefits Overview Canada Benefits Overview UK Benefits Overview If you like wild growth and working with happy, enthusiastic over-achievers, you’ll enjoy your career with us! #J-18808-Ljbffr
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