Van Cleef & Arpels Client Relations Center Team Leader

Seoul • South Korea

Friday, May 9, 2025

Van Cleef & Arpels, a prestigious name in the luxury jewelry sector, is part of the esteemed Richemont Group. Known for its exquisite craftsmanship and timeless elegance, the brand offers an inspiring work environment where innovation meets tradition. As an employer, Van Cleef & Arpels is committed to fostering professional growth and excellence, ensuring that each team member contributes to the Maison's legacy of luxury and sophistication.

1. Oversee daily operations and management of the Client Relations Center (CRC) team.
2. Act as the primary contact point for the team, ensuring expertise in systems and procedures.
3. Monitor performance and sales KPIs, managing follow-up actions with senior ambassadors.
4. Ensure client satisfaction and quality through KPI monitoring and implementation of action plans.
5. Facilitate professional and courteous client interactions to drive sales.
6. Coordinate closely with the CRC Manager to resolve client issues and complaints.
7. Supervise CRC Ambassadors' clienteling plans and actions.
8. Analyze communication channels to prepare targeted training and coaching.
9. Ensure compliance with Maison retail procedures and policies.
10. Manage team operations, including shift planning and reporting.
11. Guarantee consistent client experience across all channels.
12. Develop strategies to minimize client waiting times.
13. Monitor and review ambassadors' performance objectives.
14. Conduct team meetings, coaching sessions, and performance reviews.
15. Define recruitment needs and integrate new team members.
16. Recognize and celebrate team achievements and exceptional performance.

1. Minimum 12-15 years of experience in a high-quality customer experience environment, including 5 years in a leadership role.
2. Experience in retail, eCommerce, or luxury retail sectors preferred.

1. Ability to work independently with a logical and methodical approach.
2. Proven ability to create team spirit and guide teams to achieve excellent results.
3. Strong commercial acumen.
4. Proactive with excellent organizational and time management skills.
5. Proficiency in MS Office, particularly Excel.
6. Excellent communication skills in English preferred.

Minimum 12-15 years in customer experience roles, with at least 5 years in leadership positions.

Van Cleef & Arpels offers a comprehensive benefits package, including opportunities for professional development and career advancement within the Richemont Group.

Van Cleef & Arpels fosters a culture of excellence, creativity, and collaboration. The Maison values its heritage while encouraging innovation and personal growth, creating a dynamic and supportive workplace.