Brand Services Manager Job at Carousel Luxury Aftercare in Columbus

Brand Services Manager

Location: Columbus, Ohio

Company: Carousel

Type: Full-Time

About Carousel

Carousel is a division of Diamond Cellar Holdings, a premier name in the luxury jewelry industry. We specialize in providing world-class repair, manufacturing, and logistics services to luxury jewelry brands around the world. We serve as a trusted operational partner to some of the most discerning names in the industry, combining technical precision with white-glove customer service.

Position Summary

The Brand Services Manager serves as the operational and communication hub for all jewelry repair workflows at Carousel. In this role, you will manage the full lifecycle of incoming repairs, ensuring timely distribution, quality control, and status updates to our brand partners and clients. You'll coordinate between our in-house artisans, external vendors, and end customers to deliver a seamless and efficient repair experience.

This is a detail-oriented, service-driven role ideal for someone who thrives in a fast-paced environment, can juggle multiple workflows, and values craftsmanship and care.

Key Responsibilities

Repair & Custom Coordination

• Receive, triage, and assign daily incoming repair jobs to the appropriate artisans for swift action.
• Conduct final QC checks to ensure every repair meets brand and client standards.
• Serve as the main point of contact for all internal and external repair-related communications.
• Provide brand-specific repair estimates and lead times; generate custom quotes as needed for non-standard services.

Communication Management

• Begin each day with a review of all outstanding client and brand messages.
• Maintain proactive and timely updates to stakeholders using internal tagging and workflow tools.
• Execute monthly check-ins with each brand, flagging any problem jobs or delays.
• Monitor communication and production patterns to identify outliers or bottlenecks.
• Trigger automated status updates to clients and partners as needed.

Billing & Tracking

• Log repair notes, estimates, and invoice details into the Repair Tracker system.
• Understand and apply specific client terms, including discounts, markups, and codes.

General Administrative Support

• Compile and distribute weekly performance and job tracking reports.
• Maintain up-to-date knowledge of Carousel procedures and standards.

Qualifications

• Experience in luxury retail, repairs, operations, or customer service preferred.
• Strong attention to detail and organizational skills.
• Ability to manage multiple tasks and prioritize effectively.
• Excellent verbal and written communication skills.