Van Cleef & Arpels Manager, Client Relations Center

Van Cleef & Arpels is a Parisian high-jewelry and luxury maison recognised for meticulous craftsmanship, refined design, and personalized client service. The maison operates within the Richemont group and combines a heritage-led creative culture with an international retail network, serving discerning, high-net-worth clientele through boutiques, events, and private client channels.

1. Lead daily operations of the Nevada Client Relations Center, ensuring consistent, high-touch service across phone, email, and digital channels.
2. Manage, coach and develop a team of client relations advisors; set targets, conduct performance reviews, and ensure staffing and scheduling align with volume and peak events.
3. Own escalation management and case resolution for VIP and high-value clients, coordinating with boutiques, after-sales, and product teams to deliver timely solutions.
4. Drive clienteling and retention strategies, leveraging CRM data to prioritise outreach, personalise communications, and increase lifetime value.
5. Establish and monitor KPIs (CSAT, response time, case resolution, retention) and produce regular operational and leadership reporting.
6. Partner with boutique leadership, sales, and marketing to align promotions, private appointments, product launches and trunk shows with client outreach.
7. Implement and maintain standard operating procedures, quality assurance, and compliance with brand confidentiality and luxury service standards.

1. Proven supervisory experience in luxury retail, high-jewelry, hospitality, or premium client services.
2. Demonstrable track record managing escalation workflows for VIP clientele and resolving complex service issues.
3. Strong leadership skills with experience in coaching, performance management and workforce planning.
4. Excellent verbal and written communication with impeccable discretion and client confidentiality.
5. Comfortable working with CRM systems and handling data-driven clienteling initiatives.

1. Clienteling and VIP client management
2. Escalation and case management
3. Team leadership and performance management
4. Operational KPI tracking and reporting (CSAT, response time, resolution rate)
5. CRM systems
6. Microsoft Excel and standard office software
7. Omnichannel service delivery (phone, email, digital)

Typically 5+ years in luxury client services or premium retail, with a minimum of 2 years in a supervisory or managerial capacity; experience supporting high-net-worth clients and coordinating with retail boutiques is required.

Bachelor’s degree preferred in Business, Hospitality, Communications or a related field, or equivalent professional experience in luxury retail or client services.

Van Cleef & Arpels cultivates a culture of artisanal excellence, discretion and refined client service, where craftsmanship and storytelling inform every client interaction. The working environment values collaborative problem-solving across boutiques, ateliers and client services teams, with a premium placed on integrity and attentive, personalized hospitality.