Van Cleef & Arpels Client Experience Manager
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Retail & Boutique Operations
- Industry
- High Jewelry
- Posted
- Apr 3, 2026
About Van Cleef & Arpels
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.
Van Cleef & Arpels seeks Client Experience Manager in Tokyo to lead retail excellence and enhance customer satisfaction in luxury jewelry boutiques.
Role & Responsibilities
- Craft, deliver, and monitor retail excellence initiatives to maximize service quality, client satisfaction, and loyalty across all Maison touchpoints
- Lead end-to-end enhancement of the client experience from in-boutique interactions to post-visit follow-ups, coordinating transversal teams
- Define and implement the Client Experience Strategy that incorporates headquarters guidelines while accommodating local market specificities
- Monitor client experience and service levels through the Client Barometer program and develop responsive action plans based on performance data
- Manage client complaints in collaboration with headquarters, boutique teams, and relevant departments
- Adapt international guidelines to local contexts, implement Client Experience Programs and tools locally, and continuously assess progress for refinement
- Execute localized gifting strategy in collaboration with the client development team, adapting international gifting guidelines and developing bespoke offerings
Qualifications
- Proven project management capabilities with demonstrated ability to lead complex initiatives
- In-depth understanding of the high-end retail industry and luxury market dynamics
- Strategic thinking and structured analytical mindset with ability to design creative action plans
- Strong interpersonal and communication skills with ability to persuade, engage, and motivate teams
- Fluency in both English and Japanese at a professional level
- Proficiency with Microsoft Office applications (Word, Excel, PowerPoint)
Skills
Experience
Demonstrated experience in client experience, retail operations, or customer service management within a luxury goods or premium retail environment is preferred. Background in developing and implementing service strategies across multiple locations or markets is advantageous.
Education
Bachelor's degree in Business Administration, Hospitality Management, Marketing, or related field is preferred.
Workplace
The successful candidate will be located in Tokyo, Tokyo, Japan.
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.
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 Engagement Manager», «Retail Excellence Manager», «Customer Experience Officer», «Service Excellence 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.