Van Cleef & Arpels Client Experience Executive

Van Cleef & Arpels is a maison of haute joaillerie celebrated for its artisanal craftsmanship, poetic design and discreet luxury. As part of the Richemont group, the brand operates an international network of maisons and boutiques that combine heritage savoir‑faire with a client‑first retail culture.

1. Deliver exceptional, personalised service to VIP and high‑value clients across all touchpoints, ensuring the Maison's service standards are met or exceeded.
2. Manage end‑to‑end client journeys: appointment scheduling, in‑boutique welcome, follow‑ups, after‑sales care and bespoke order coordination.
3. Maintain and enrich client records within the CRM, capturing preferences, purchase history and engagement notes to support targeted outreach.
4. Proactively identify and qualify prospective clients through networking, events and referrals; support clienteling initiatives and retention strategies.
5. Coordinate and execute private viewings, trunk shows and VIP events in collaboration with sales and marketing teams.
6. Prepare sales and client activity reports, monitor KPIs and contribute insights to improve conversion and client satisfaction.
7. Liaise with internal teams (workshop, product, logistics) to ensure seamless delivery and resolution of client requests or service issues.
8. Uphold strict confidentiality and discretion when handling client information and high‑value merchandise.

1. Minimum 2 years' experience in luxury retail, hospitality or client services, ideally within high jewellery or fine watches.
2. Proven track record of managing relationships with HNW/UHNWI clientele and delivering discreet, personalised service.
3. Strong organisational skills with meticulous attention to detail and the ability to manage multiple client cases concurrently.
4. Excellent interpersonal communication and presentation skills; diplomacy and cultural sensitivity in a multicultural market.
5. Familiarity with CRM systems and basic sales reporting; proficiency with Microsoft Office (Excel, Outlook).
6. Legal right to work in Hong Kong for the duration of the 1‑year contract.

1. Clienteling
2. VIP service
3. Private event coordination
4. CRM (client database management)
5. Microsoft Office (Excel, Outlook)

At least 2 years of relevant experience in luxury retail, hospitality or client services with demonstrable exposure to high‑value client management; prior experience in haute joaillerie or watches is strongly preferred.

High school diploma required; tertiary education in hospitality, business, marketing or a related discipline preferred.

The Maison cultivates an environment that values artisanry, discretion and client intimacy. Staff operate within a refined, service‑led culture that balances heritage craftsmanship with contemporary retail excellence under the Richemont luxury portfolio.