Manager, Client Services & Resolutions

Position Description

The Manager, Client Services & Resolutions oversees The Future Perfect’s post-sale client experience,

including Claims and complex client concerns that arise following a purchase. This role is responsible for

guiding issues from initial assessment through final resolution, balancing exceptional client care with sound

operational and financial judgment.

Working across Sales, Purchasing, Inventory, Logistics, and The Future Perfect’s network of artists,

designers, studios, manufacturers, carriers, restorers, and specialized service providers, this person

determines the appropriate path forward when an order does not go according to plan. Matters may

include damage, production or delivery delays, lost shipments, product concerns, repairs, restoration,

replacement parts, warranty matters, installation complications, and other post-sale issues requiring

thoughtful intervention.

Many of the works represented by The Future Perfect are handmade, collectible, limited edition, highly

specialized, or produced using distinctive materials and processes. Resolving concerns therefore often

requires careful investigation, nuanced judgment, and close collaboration with the people who designed

and made the work.

This is a highly relationship-driven and solutions-oriented role. The Manager will often become a client’s

primary point of contact during a difficult moment and is expected to communicate with warmth,

confidence, transparency, and discretion. At the same time, the role requires careful evaluation of

responsibility, financial exposure, available recovery, and the appropriate level of goodwill to extend on

behalf of The Future Perfect.

The goal is not simply to resolve individual issues. This person is responsible for protecting the client

relationship, stewarding The Future Perfect’s resources responsibly, identifying opportunities for recovery

from responsible parties, and using what we learn from claims and service concerns to continuously

improve the client experience and reduce recurring issues.

Primary Responsibilities

Client Resolution & Service Recovery

Own complex post-sale client concerns and claims from initial notification through final resolution.

1Investigate issues thoroughly to establish facts, root cause, and responsibility, distinguishing among

product defects, transit damage, packing issues, production concerns, installation problems, site conditions,

client or third-party damage, normal wear, and other circumstances.

Develop and recommend appropriate resolution strategies based on the specific circumstances of each

matter, the client relationship, product considerations, financial exposure, and The Future Perfect’s

obligations.

Coordinate repairs, restoration, replacement parts, replacements, returns, inspections, specialized

transportation, technical guidance, and other solutions as appropriate.

Serve as the primary client contact for escalated matters, communicating difficult or complex information

clearly while maintaining confidence in The Future Perfect and moving the matter toward resolution.

Draft, review, and approve sensitive client-facing communications, ensuring that they are calm, warm,

transparent, solutions-oriented, and aligned with The Future Perfect’s standards of service.

Recognize when a matter requires escalation to senior leadership, Legal, Sales leadership, or another

department, and provide a clear assessment of the issue, financial exposure, available options, and

recommended course of action.

Team Leadership & Client Service Standards

Lead and develop the Client Services and Claims function, including direct reports responsible for day-to-

day client inquiries and claims casework.

Establish clear standards, workflows, and escalation protocols for post-sale client concerns.

Guide and mentor Sales Assistants and other client-facing team members on post-sale communication,

including routine delays, product concerns, service recovery, and formal claims.

Help teams determine when a concern can be resolved directly, when Client Services should become

involved, and when leadership escalation is appropriate.

Provide coaching and feedback that strengthens judgment, communication skills, organization, ownership,

and independent problem solving across the team.

Promote a service culture in which clients feel cared for and well informed without automatically

committing The Future Perfect to financial responsibility before the facts have been established.

Financial Stewardship & Recovery

Own and manage the Claims budget, including forecasting, tracking, reporting, and approval of resolutions

within established authority.

2Exercise sound judgment when balancing client goodwill, relationship value, contractual or warranty

considerations, operational practicality, and financial cost.

Identify and pursue appropriate recovery from vendors, artists, manufacturers, carriers, insurers, installers,

service providers, or other responsible parties before committing The Future Perfect resources wherever

reasonably possible.

Negotiate repair costs, replacements, credits, reimbursements, freight recovery, and other remedies with

external partners.

Track financial losses and recoveries associated with claims and post-sale concerns and provide leadership

with clear visibility into claims expense and financial exposure.

Identify opportunities to reduce unnecessary claims expense without compromising the quality of the client

experience.

Reporting, Analysis & Process Improvement

Maintain accurate and comprehensive records of claims and significant post-sale concerns in Salesforce.

Ensure that case records clearly document the issue, chronology, responsibility, resolution, financial impact,

recovery efforts, and final outcome.

Develop and maintain reporting that provides visibility into claims volume, aging, costs, recoveries,

resolution time, client impact, and other relevant departmental KPIs.

Analyze claims and service concerns by vendor, artist, product, product category, carrier, delivery provider,

gallery location, issue type, root cause, and financial impact where useful.

Identify recurring patterns and translate those findings into actionable recommendations for Sales,

Purchasing, Inventory, Logistics, Vendor Partnerships, and leadership.

Partner cross-functionally to address systemic problems involving product quality, packing, freight, delivery,

communication, documentation, installation, or other recurring causes of client dissatisfaction.

Use claims and service data not only to report what has occurred, but to help prevent similar issues from

occurring again.

Cross-Functional Partnership

Work closely with Sales to protect important client relationships while maintaining appropriate boundaries

around responsibility and financial concessions.

Partner with Purchasing and Vendor Partnerships to secure vendor participation in repairs, replacements,

credits, warranty support, and other remedies.

3Coordinate with Inventory and Logistics regarding product condition, freight, delivery, inspections, returns,

storage, repair movements, and replacement inventory.

Build productive working relationships with artists, designers, studios, manufacturers, restorers, carriers,

insurers, installers, and other external partners involved in resolution.

Take on additional projects and responsibilities as needed in support of Client Services and gallery

operations.

This role is HYBRID / REMOTE. On occasion, in person work is required.

This role is for EST / East Coast working hours.

Key Qualifications

5–7+ years of relevant professional experience in client services, client experience, account management,

service recovery, claims, luxury retail, furniture, interiors, hospitality, logistics, or another high-touch client

environment.

Demonstrated experience managing complex client escalations and resolving situations in which

responsibility, cost, or the appropriate solution may initially be unclear.

Prior experience managing or overseeing a team, function, or significant area of responsibility.

Experience managing budgets, approving expenditures, negotiating financial outcomes, or otherwise

exercising financial judgment on behalf of an organization.

Exceptional written and verbal communication skills, with demonstrated ability to deliver difficult

information in a way that maintains trust and reduces escalation.

Strong negotiation skills and the confidence to advocate appropriately with vendors, carriers, insurers,

service providers, clients, and internal stakeholders.

Excellent judgment and discretion. Able to weigh facts, client relationships, business obligations, financial

exposure, precedent, and practical considerations before recommending a course of action.

Highly organized and able to manage multiple active clients, claims, deadlines, financial considerations, and

external parties simultaneously.

Strong analytical skills and comfort using data to identify patterns, financial impact, operational

weaknesses, and opportunities for improvement.

Strong CRM proficiency required. Salesforce experience strongly preferred, including comfort maintaining

case records and using reports and dashboards to manage workflow and departmental performance.

Knowledge of furniture, lighting, collectible design, art, materials, fabrication, installation, restoration,

freight, or white-glove delivery is strongly valued.

Comfort working with highly discerning clients, interior designers, collectors, artists, manufacturers, and

trade professionals.

4Bachelor’s degree preferred, or equivalent professional experience.

The Ideal Candidate

The strongest candidate will combine exceptional client instincts with operational discipline. They will be

comfortable speaking with an upset client one moment, negotiating responsibility with a manufacturer the

next, and then reviewing data to understand why the issue occurred in the first place.

They will not approach every problem with the same solution. Instead, they will gather the facts,

understand the work and the circumstances, assess responsibility, consider the client relationship and

financial implications, and make a thoughtful recommendation.

They will be empathetic without being overly accommodating, commercially minded without appearing

transactional, and confident enough to independently resolve most issues while knowing when leadership

involvement is warranted.

Above all, this person will take ownership. When bringing an issue forward, the expectation is not simply to

identify the problem, but to be able to articulate what happened, who appears responsible, what options

are available, the financial implications of each, and the recommended path forward.

About The Future Perfect

Founded by David Alhadeff in 2003, The Future Perfect is one of the world’s foremost contemporary design

galleries, recognized for its influence on the global design landscape and its distinctive curatorial point of

view.

The gallery presents a focused selection of furniture, lighting, objects, and textiles that blur the boundary

between art and function, bringing together one-of-a-kind and limited-edition works, studio-created pieces,

and special commissions.

The Future Perfect operates gallery locations in New York City, Los Angeles, San Francisco, and Miami.

Website: www.thefutureperfect.com

Pay: $90,000.00 - $100,000.00 per year

Benefits:

• Paid time off

Work Location: Remote