Van Cleef & Arpels Client Experience Manager

Overview

Van Cleef & Arpels is a storied haute-joaillerie maison renowned for craftsmanship, poetic design and bespoke services. As part of the Richemont group, the brand operates an international network of maisons and boutiques that serve a discerning global clientele and maintain exacting standards for client management, artisanal excellence and experiential retail.

Role & Responsibilities

• Design and deliver exceptional end-to-end client experiences for VIP and high-potential clients across the Tokyo boutique, from first contact through after-sales service.
• Lead clienteling strategy and daily execution: maintain intimate client knowledge, manage appointments, bespoke requests, follow-ups and personalized communications.
• Coordinate and execute private client events, trunk shows and appointment-based sales experiences in collaboration with marketing and regional teams.
• Act as primary escalation point for complex client issues and after-sales cases, ensuring timely resolution and alignment with maison policies.
• Train, coach and mentor boutique sales teams on brand standards, clienteling techniques, service etiquette and KPI attainment.
• Collaborate with CRM, inventory and wholesale teams to ensure data integrity, targeted outreach, and seamless handoffs between boutique and headquarters.
• Monitor performance metrics (client conversion, retention, AOV, event ROI) and produce regular reports with actionable recommendations to local management.

Qualifications

• Proven track record managing VIP client portfolios within luxury retail, preferably in high‑jewelry, watches or couture.
• Demonstrable ability to lead boutique teams and deliver measurable improvements in client retention and sales performance.
• Exceptional interpersonal skills, discretion and cultural sensitivity when interacting with high‑net‑worth clients.
• Strong organisational aptitude with experience coordinating client events and bespoke service logistics.
• Fluency in Japanese and strong business-level English preferred.

Skills

Experience

Typically 5+ years in luxury retail or high‑jewelry client relationship roles, including substantive experience managing VIP clients, executing private events and leading boutique teams.

Education

Bachelor’s degree in business, hospitality, luxury brand management or equivalent; professional certifications in customer experience, retail management or related disciplines are advantageous.

Workplace

Culture

Van Cleef & Arpels combines a respect for artisanal heritage with an emphasis on refined client service and creativity. The maison cultivates a collaborative environment where attention to detail, discretion and impeccable presentation are paramount, and where employees are encouraged to deepen craft knowledge and client expertise.

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.