Client Services Manager

Role Overview The Client Service Manager is responsible for setting the strategic direction, performance standards, and long-term efficiency of the Customer Service function. This role delivers on service outcomes, workforce planning, talent development, and process improvement. The Manager ensures the team structure, capability, and operational model support business growth and service excellence.

Key Responsibilities:

Strategic Leadership & Direction

• Embed service standards, KPIs, and performance expectations aligned with business goals.
• Drive continuous improvement initiatives to enhance efficiency, service quality, and customer experience.
• Lead cross-functional projects impacting Customer Service operations.
• Provide contact center leadership coverage as required, including weekend oversight and on-site operational support.

Service Performance & Escalations

• Deliver on service delivery metrics, including resolution times, SLA adherence and customer feedback.
• Analyze performance gaps, implementing structural improvements where needed.
• Alongside the Head of Client Experience, manage high-level escalations and sensitive customer complaints and compensate appropriately.
• Ensure pipeline performance supports revenue and service objectives.

Workforce Planning & Capacity

• Forecast demand based on travel data and seasonality.
• Determine team structure, staffing levels, and approve rotas to meet service expectations.

People Management & Development

Conduct 1:1s and formal performance reviews; set clear individual and team goals. Lead recruitment, promotions, performance management.
Develop long-term talent progression and succession plans. Identify skill gaps and define training priorities. Ensure onboarding and development programs align with performance standards. Coordinate with other departments to organize FAM trips for your team.

Required Skills

• 2+ years in customer service leadership or management
• Experience managing performance reviews and team development
• Experience in delivering service KPIs and improving client service performance
• Experience with workforce planning or capacity forecasting
• Experience handling escalated customer complaints
• Involvement in recruitment and hiring decisions

What we can offer you…

• Be part of our rapidly growing North American office in Charleston, SC
• 15 days’ vacation per year (plus 10 Federal holidays)
• ½ day ‘Well-being’ leave per month
• Hybrid office and remote work schedule (after probation period)
• Medical Insurance
• 401K retirement plan
• Experience our products first-hand (visit our destinations)
• Company socials and nights out

Company Profile Golfbreaks was established in 1998 in the UK, with the primary objective of saving golfers time and money when it comes to organizing their golf vacations. Since then we have sent over 3 million golfers on trips worldwide and are widely recognized as the ‘go-to’ experts in golf travel globally.

Headquartered in Windsor, UK and with offices in Charleston, South Carolina and Copenhagen, Denmark, our dedicated team of over 200 employees worldwide are always committed to creating the perfect golf package for you and your group, AND at a guaranteed best price while enjoying our unique hassle-free trip planning service. Our packages are fully customizable and include all resort fees and taxes, with no hidden costs or fees.

Please email your resume with a covering letter to [email protected]

We reserve the right to close this job application earlier than the stated closing date if a sufficient number of applications are received. We encourage applicants to apply as soon as possible. No agencies please.