Van Cleef & Arpels Client Relations Center Team Manager

Munich • Germany

Friday, April 18, 2025

Van Cleef & Arpels, a distinguished name in the realm of luxury jewelry, operates under the esteemed Richemont Group, a conglomerate renowned for its portfolio of prestigious brands. As an employer, Van Cleef & Arpels is committed to fostering a dynamic and inclusive work environment that values diversity and encourages the growth of its employees.

1. Oversee the daily operations of the Client Relations Center, ensuring a professional and client-focused environment.
2. Monitor and manage performance and sales KPIs, implementing follow-up actions with Client Advisors.
3. Ensure adherence to Maison's policies, service standards, and commercial rules.
4. Guide the team to meet or exceed sales targets and service level agreements across various channels.
5. Enhance cross-functional collaborations to ensure seamless client journeys.
6. Implement strategies to improve client experiences and manage client service projects.
7. Conduct team meetings and assess team quality to define coaching needs.
8. Support recruitment processes and manage the onboarding of new team members.
9. Conduct performance reviews and support the development of team members' career aspirations and skills.

1. Previous leadership experience managing large teams in a customer experience environment.
2. Proactive with excellent organizational and time management skills.
3. Experience with contact center tools such as Salesforce and reporting tools.
4. Luxury retail experience is advantageous.
5. Previous experience in a Client Relations Center setting is beneficial.

1. Excellent written and spoken communication skills in both English and German.
2. High proficiency in MS Office, particularly Excel.
3. Ability to work independently with a logical and methodical approach.

Significant experience in managing large teams within a high-quality customer experience environment, preferably in luxury retail or a client relations center.

Van Cleef & Arpels offers a supportive and enriching work environment, valuing diversity and fostering the development of its employees.

The culture at Van Cleef & Arpels, under the Richemont Group, is one that celebrates diversity, empathy, and integrity. The company values freedom, collegiality, and solidarity, and is committed to making a positive impact on the world.