Van Cleef & Arpels Team Lead, Client Relations Center

Van Cleef & Arpels is a haute joaillerie and watchmaking maison renowned for artisanal craftsmanship and poetic design. As part of the Richemont group, the house combines heritage savoir-faire with an international retail and client-service network, delivering refined customer experiences across boutiques and service centres.

1. Lead and coach a team of client relations specialists in the Dallas-area contact centre, ensuring consistent delivery of brand-standard client service.
2. Manage daily operations including scheduling, workload allocation, and service-level adherence to KPIs (response time, resolution rate, CSAT).
3. Handle complex client escalations and coordinate with boutiques, ateliers, and after-sales teams to achieve timely resolution.
4. Implement and maintain quality assurance processes, call monitoring, and regular performance reviews to drive continuous improvement.
5. Produce operational reports and insights for senior management; recommend process improvements to elevate client experience.
6. Deliver onboarding and ongoing training on product knowledge, CRM usage, and luxury service protocols; foster a client-centric team culture.

1. Proven leadership experience within a client contact centre or luxury retail environment; demonstrable people-management skills.
2. Strong client-service orientation with a track record of resolving escalations diplomatically and effectively.
3. Experience working with cross-functional teams (retail, after-sales, logistics) to coordinate client solutions.
4. Excellent verbal and written communication skills; professional telephone and digital communication etiquette.
5. Ability to analyse performance metrics and translate insights into actionable coaching and operational changes.
6. Flexibility to work varied shifts, including evenings and weekends, as required by client-service operations.

1. Team leadership and coaching
2. Client relationship management (CRM) platforms
3. Escalation management
4. KPI monitoring and reporting
5. Quality assurance and call monitoring
6. Microsoft Excel

Approximately 3+ years in client service or contact-centre roles, preferably within luxury retail or high-end services, including at least 1 year in a supervisory or team-lead capacity.

Bachelor’s degree preferred; equivalent professional experience in luxury retail, client services, or contact-centre management accepted.

The maison values meticulous craftsmanship, discretion and an elevated client experience. Teams operate with high standards of professionalism and collaboration, combining Parisian heritage with a global luxury retail mindset.