Van Cleef & Arpels Client Satisfaction Manager
- Location
- ParisÎle-de-FranceFrance
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Industry
- High Jewelry
- Posted
- Jun 25, 2026
About Van Cleef & Arpels
Founded in 1906 on Place Vendôme, Van Cleef & Arpels is a High Jewelry Maison renowned for poetic creativity, exceptional savoir-faire, and an enduring culture of transmission. As an employer, the Maison offers a refined environment where artisans, designers, retail experts, and corporate teams contribute to creations that unite technical mastery with emotion and wonder. Guided by excellence, discretion, and a deep respect for heritage, Van Cleef & Arpels encourages collaboration, curiosity, and continuous learning across its international network. Employees join a house where craftsmanship is celebrated, client relationships are cultivated with elegance, and each career may help preserve and renew a remarkable legacy.
Van Cleef & Arpels seeks Client Satisfaction Manager in Paris to lead global complaint management and reputation protection.
Role & Responsibilities
- Lead the definition and execution of customer dissatisfaction strategy, ensuring seamless and qualitative complaint resolution from detection through closure
- Own the management of high-risk complaints by establishing and maintaining escalation protocols, quality standards, and procedural guardrails
- Centralize feedback from boutiques, the call center, correspondence, and email channels; classify each case and alert senior management when necessary
- Ensure effective resolution of high-risk cases while formulating recommendations and mentoring regional teams
- Design and deliver comprehensive reporting to executive leadership and local market teams on complaint trends, root causes, and corrective actions
- Leverage customer feedback as a strategic lever for operational improvement and informed decision-making
Qualifications
- Significant experience in retail, call center, or customer satisfaction roles
- Fluent written and verbal communication in French and English
- Demonstrated understanding of reputational risk management and political sensitivity in complex situations
- Proven ability to manage complex situations autonomously and make rapid decisions
- Strong interpersonal skills and experience working cross-functionally in international environments
- Track record of protecting brand reputation and delivering customer-centric solutions
Skills
Experience
Significant experience in customer-facing roles within retail, call center operations, or dedicated customer satisfaction functions, with demonstrable expertise in complaint management and reputational crisis mitigation.
Education
Not specified
Workplace
This position is based in Paris, Île-de-France, France.
Culture
Van Cleef & Arpels fosters a refined and collaborative workplace culture rooted in exceptional craftsmanship, creativity, and the transmission of savoir-faire. As an employer, the Maison values curiosity, precision, and collective excellence, offering an environment where employees contribute to timeless creations while upholding a deep respect for heritage, beauty, and client experience.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Van Cleef & Arpels, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Client Experience Manager», «Customer Insight Manager», «Client Engagement Specialist», «Customer Advocacy Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.