Client Services Manager, EMEA

Location: United Kingdom

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.

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

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 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!