Client Services Manager, EMEA

Responsibilities

• Team Leadership & Development
• 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
• Consignment & Auction Preparation
• Partner closely with Client Development to support pre-sale client outreach
• Oversee the preparation and quality control of consignment packages, ensuring accurate documentation, fee structures, and alignment with auction standards
• Oversee execution of client-facing logistics including catalog distribution, bidder credentialing, event RSVPs, and seating coordination
• Lead bidder registration processes for auctions, ensuring accuracy, compliance, and a seamless client experience
• Provide leadership and guidance to the team on client communications and expectations throughout the consignment lifecycle
• Auction & Onsite Execution
• Provide on-the-ground leadership at collector car auctions, representing Broad 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 client logistics
• Post-Sale Operations & Issue Resolution
• Oversee post-sale invoicing, transportation coordination, and fulfillment activities, ensuring timely and accurate execution
• 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
• Cross-Functional Partnership
• Work closely with the Vice President of Sales, EMEA to ensure all client related activities are executed to the highest standard
• Work with the Director of Financial Services (Broad Arrow Capital) to ensure a seamless, high-quality client experience across financing and capital services
• This might describe you
• Bachelor's degree or equivalent experience
• Strong client service or relationship management experience in the auction or high-end hospitality industries
• Previous experience in managing a team
• Strong attention to detail and willingness to work in a deadline-driven environment
• Exceptional organizational skills
• Polished client-facing engagement and eagerness to interact directly with clients and problem-solve on their behalf
• Excited about working in a fast paced and innovative environment with autonomy and independence
• Excellent written and verbal communications skills
• Ability to deliver under time pressure and meet deadlines
• High level of integrity and work ethic
• Knowledge in Microsoft suite
• 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
• Proficiency in European languages is a plus, especially German, Dutch and Italian
• Other things to note
• This position is open to remote work in the United Kingdom. However, team members who reside near 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 rep

Benefits

Additional Information

Say hello to Hagerty Hagerty is a company built by drivers for drivers. We put our members at the center of everything we do and are dedicated to making it easier and more enjoyable for enthusiasts to drive and celebrate the machines they love. We're proud to be the world's largest insurer of collectible and enthusiast vehicles 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 host a number of driving events and concours, and our award-winning automotive journalists produce the most popular car magazine globally, alongside internationally awarded videos. We're committed to Never Stop Driving. Ready to get in the driver's seat? Join us! As a Client Services Manager, EMEA , you will manage the Europe-based Client Liaison team ensuring a best-in-class experience for Broad Arrow clients. You will partner with the EMEA Car Specialist team, enabling seamless client engagement across Broad Arrow auctions and Private Sales and ensuring client needs are met with precision and responsiveness. Additionally, you will provide oversight and guidance for client service delivery and communications supporting the Broad Arrow Capital business.

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