Van Cleef & Arpels Team Lead, Client Relations Center

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.

Role & Responsibilities

• Drive sales through professional and courteous client interactions via phone, email, chat, and social media while handling inbound communication in a timely and engaging manner
• Lead and coach team ambassadors on performance, systems use, and service standards in collaboration with CRC management
• Manage escalated client contacts and after-sales inquiries with professionalism, partnering with the After Sales NYC team for exceptional requests
• Monitor individual and team KPIs in partnership with management; proactively communicate performance metrics and request necessary tools and training resources
• Maintain comprehensive knowledge of product launches, campaigns, and internal processes to support the team and answer diverse customer inquiries
• Cultivate new and existing client relationships through exceptional service; develop and execute clienteling plans for assigned accounts
• Partner effectively with boutique network, corporate departments, and cross-functional teams to solve problems and achieve sales targets
• Uphold Van Cleef & Arpels brand standards through professional appearance, demeanor, and approachable communication both in person and via telephone
• Support special projects as assigned, including testing, initiatives, and outbound clienteling programs
• Stay abreast of e-boutique business opportunities and develop new ways to elevate the client experience

Qualifications

• Bachelor's degree
• 2+ years of experience in a contact center or customer service environment
• Proficiency in Microsoft Office, Salesforce, CRM systems, and comparable email and chat platforms
• Knowledge of SAP or equivalent enterprise resource planning systems
• Demonstrated ability to display maturity, poise, and sound business judgment when interacting with clients
• Strong selling and negotiating skills with ability to overcome objections and close sales
• Excellent verbal and written communication skills
• Ability to learn and use multiple applications and systems efficiently

Skills

Experience

2+ years in a contact center or customer service environment

Education

Bachelor's degree

Workplace

Benefits

Medical, dental, and vision coverage; health savings and flexible spending accounts; life insurance; disability benefits; 401(k) with employer match; paid time off; wellness reimbursement benefit; employee assistance program; volunteer days off

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.