Van Cleef & Arpels Client Relations Center Team Manager

Van Cleef & Arpels, a distinguished name in the luxury jewelry sector, is part of the esteemed Richemont Group. Known for its exquisite craftsmanship and timeless elegance, the Maison offers a work environment that fosters innovation, creativity, and professional growth. As an employer, Van Cleef & Arpels is committed to nurturing talent and providing opportunities for career advancement within the luxury industry.

1. Oversee the daily operations and management of the Client Relations Center.
2. Act as the primary point of contact for e-Boutique Sales Associates.
3. Monitor and manage performance and sales KPIs, ensuring follow-up actions with Client Advisors.
4. Ensure client satisfaction and quality KPIs are met, managing follow-up actions accordingly.
5. Guide and manage the team to achieve sales targets and service level agreements across various channels.
6. Ensure compliance with Maison's policies and commercial rules.
7. Enhance cross-functional collaborations to ensure seamless client journeys.
8. Implement strategic initiatives to improve client experiences.
9. Lead Client Service projects and drive improvements.
10. Develop and manage team schedules and shifts.
11. Champion the implementation of new strategies and projects.
12. Handle escalated issues in coordination with Online Retail, Client Development, and boutique teams.
13. Analyze client interactions to inform training and coaching initiatives.
14. Conduct team meetings and assess team quality to define coaching needs.
15. Support recruitment and onboarding of new team members.
16. Monitor and review performance objectives and KPIs for Client Advisors.
17. Foster team development and recognize accomplishments.

1. Previous leadership experience managing large teams in a high-quality customer experience environment.
2. Proven ability to work independently with a logical and methodical approach.
3. Proactive with excellent organizational and time management skills.
4. Fluency in English and German, both written and spoken.

1. Advanced proficiency in MS Office, particularly Excel.
2. Experience with Contact Centre tools such as Salesforce and reporting tools.
3. Excellent communication skills.
4. Strong organizational and time management skills.

Previous experience in a Client Relations Center setting is advantageous. Luxury retail experience is a plus.

Van Cleef & Arpels offers a comprehensive benefits package, including opportunities for career development, training on the Maison's history and craftsmanship, and a supportive work environment that values employee growth.

Van Cleef & Arpels prides itself on a culture that values creativity, innovation, and the development of its employees. The Maison provides a nurturing environment where career growth is encouraged, and employees are immersed in the rich history and craftsmanship that define the brand.