Van Cleef & Arpels Client Relations Center Team Lead

New York • USA

Friday, October 24, 2025

Van Cleef & Arpels, a distinguished member of the Richemont Group, is renowned for its exquisite craftsmanship and timeless elegance in the luxury jewelry industry. As an employer, the Maison is committed to nurturing talent and fostering career growth within its enchanting world, offering employees a unique opportunity to be part of a legacy of excellence.

1. Drive sales through professional and courteous client interactions, handling all inbound communication and greeting all customers in a timely, professional, and engaging manner.
2. Provide written and verbal responses to customer inquiries via phone, email, chat, and social media, modeling service expectations in each conversation.
3. Lead on contacts requiring escalation, handling all cases in a timely, professional, and engaging manner.
4. Coach team ambassadors in performance and systems use, in collaboration with CRC management.
5. Lead team on CRC After Sales inquiries, processes, and resolution, partnering with the After Sales NYC Team for exceptional requests.
6. Stay informed of launches, campaigns, and internal processes to support the team in answering a wide variety of customer inquiries, including product availability, characteristics, and service inquiries.
7. Partner with Manager to determine, communicate, and monitor individual and team KPIs to further success, proactively requesting resources when needed.
8. Exhibit strong communication and problem-solving skills by partnering effectively with team, boutique network, and corporate departments.
9. Assist with special projects, as needed, including testing and initiatives supporting CRC operations, boutique network, and outbound clienteling initiatives.

1. Bachelor’s degree.
2. 2+ years in a contact center or customer service environment.

1. High level of maturity, poise, and sound business judgment.
2. Proficiency in Microsoft Office, Salesforce, CRM, or other comparable email and chat systems.
3. Knowledge of SAP.
4. Strong communication and problem-solving skills.
5. Ability to project an approachable and professional image.

A minimum of 2 years in a contact center or customer service environment is required.

Bachelor’s degree is required.

Salary will be negotiated based on skills and prior work experience.

Richemont offers a comprehensive benefits program, including medical, dental, and vision programs, health savings and flexible spending accounts, life insurance, disability benefits, and a 401(k) with employer match. Additional benefits include paid time off, a wellness reimbursement benefit, and access to an employee assistance program. Employees are encouraged to participate in volunteer days off to support local community initiatives.

Van Cleef & Arpels fosters a professional and client-oriented work environment, emphasizing collaboration, continuous learning, and career development. The Maison values employee wellbeing and encourages a balance between work and personal life, offering a supportive and enriching workplace culture.