Van Cleef & Arpels Client Relations Center Team Lead

Van Cleef & Arpels, a distinguished name in luxury jewelry, is part of the Richemont Group, a global leader in the luxury goods sector. As an employer, Van Cleef & Arpels is committed to fostering a nurturing environment where career development is prioritized, offering employees a chance to immerse themselves in the brand's rich history and craftsmanship.

1. Drive sales through professional and courteous client interactions, handling all inbound communication and greeting 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 interaction.
3. Lead on contacts requiring escalation, ensuring all cases are handled in a timely, professional, and engaging manner.
4. Coach team ambassadors in performance and systems use, in collaboration with CRC management.
5. Lead the 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.
7. Partner with the Manager to determine, communicate, and monitor individual and team KPIs to further success, and proactively request resources such as tools and training when needed.
8. Exhibit strong communication and problem-solving skills by partnering effectively with the team, boutique network, and corporate departments.
9. Assist with special projects as needed, including testing, initiatives supporting CRC operations, boutique network, and outbound clienteling initiatives.
10. Master a strong knowledge of the Eboutique business and access new opportunities in collaboration with the Manager and team to develop and execute new ways to elevate client experience.
11. Cultivate new and existing client relationships through exceptional service, developing a clienteling plan for clients and prospects.
12. Uphold Van Cleef & Arpels standards, projecting an approachable and professional image in personal appearance, manner, and demeanor.
13. Create a positive and productive working environment by leveraging both personal and team expertise to create a highly collaborative network both in person and via telephone.
14. Display strong selling and negotiating skills, overcoming objections, providing recommendations, and asking probing questions to close sales and understand client needs and motivations.

1. Bachelor’s degree required.
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.

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

Bachelor’s degree 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, access to the employee assistance program, and volunteer days off.

Van Cleef & Arpels fosters a culture of elegance and excellence, where employees are encouraged to develop professionally within a supportive and enriching environment. The Maison values collaboration, innovation, and a commitment to providing exceptional service, ensuring a harmonious and dynamic workplace.