Van Cleef & Arpels Senior Manager, Jewelry Workshop Customer Service

New York USA

Tuesday, January 28, 2025

Van Cleef & Arpels, a distinguished member of the Richemont Group, epitomizes luxury and craftsmanship in the world of fine jewelry. As an employer, the Maison is committed to fostering an environment that nurtures talent and encourages professional growth, while upholding the rich heritage and tradition of excellence that defines the brand.

1. Oversee the on-time delivery of customer service jewelry alterations and after-sales interventions.
2. Manage a diverse team of jewelers, polishers, and setters, ensuring productivity and performance.
3. Collaborate with the Senior Manager of Workshop Production and cross-functional teams to prioritize high-priority orders.
4. Develop and report on customer service staff and workshop KPIs to identify efficiency improvements.
5. Allocate staff to meet delivery targets based on monthly replenishment planning.
6. Monitor performance and recommend training for workshop technical teams.
7. Manage daily STO time management and reconciliation for jewelry adjustments and interventions.
8. Support the workshop with the systemic and physical movement of repair orders and spare parts.
9. Ensure compliance with Richemont and Van Cleef & Arpels policies and procedures.
10. Provide administrative support for order delivery, including movement of jewelry orders and raw materials.

1. Bachelor's degree required.
2. Minimum of five years of team management experience.
3. Five years of experience in a jewelry workshop environment.

1. High level of emotional intelligence and accountability.
2. Proficiency in Microsoft Suite, particularly Excel and PowerPoint.
3. Experience with ERP systems, preferably SAP.
4. Familiarity with Power BI.
5. Fluency in business writing and communication.
6. Strong problem-solving and critical reasoning skills.
7. Proficiency in French is advantageous.

A minimum of five years in team management and five years in a jewelry workshop environment are required.

Bachelor's degree required.

Expected salary range is $125,000 - $135,000 per year. This role is eligible for an annual bonus.

Richemont offers a comprehensive benefits package, including medical, dental, and vision programs, life insurance, disability benefits, and a 401(k) with employer match. Additional benefits include paid time off, wellness reimbursement, and access to an employee assistance program. Employees are encouraged to participate in community initiatives with volunteer days off.

Van Cleef & Arpels fosters a culture of elegance and precision, where the heritage of fine craftsmanship is revered. The Maison is dedicated to the development of its employees, offering a nurturing environment that values creativity and innovation. The workplace is dynamic and fast-paced, reflecting the brand's commitment to excellence and teamwork.