Client Services Manager, EMEA

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!

What you'll do 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

Requirements

• 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 and problem-solve on their behalf
• Excited about working in afast paced and innovative environment with autonomy and independence
• Excellent written and verbal communications skills
• Ability to deliver under time pressureandmeet deadlines
• 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
• 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 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.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Hagerty is an automotive enthusiast brand committed to saving driving and to fueling car culture for future generations. We are a leading provider of specialty vehicle insurance, expert car valuation data and insights, live and digital car auction services, immersive events and automotive entertainment custom made for the 67 million Americans who self-describe as car enthusiasts. Hagerty also operates in Canada and the U.K. and is home to Hagerty Drivers Club, a community of over 800,000 who can't get enough of cars. We are a rapidly growing company that values a winning, values-driven culture. We provide meaningful work for, and invest in, every single team member.