Van Cleef & Arpels Client Experience Project Manager

Van Cleef & Arpels, a distinguished name in the realm of luxury jewelry and watchmaking, is renowned for its exquisite craftsmanship and timeless elegance. As part of the Richemont Group, a global leader in luxury goods, Van Cleef & Arpels offers a dynamic and enriching environment for its employees, fostering a culture of excellence and innovation.

1. Coordinate the deployment of client-related programs, directives, and tools across France & Monaco.
2. Formalize and ensure the application of client experience guidelines and processes in boutiques.
3. Maintain daily relations with boutiques on client experience topics and organize regular meetings to share best practices.
4. Manage seasonal gift campaigns in collaboration with regional teams and boutiques.
5. Oversee the management and tracking of relationship gifts, including supplier research and order logistics.
6. Propose client targeting for events and collaborate with boutiques and the Events team on invitation follow-ups.
7. Measure performance and calculate ROI for all actions undertaken, including gifts and events.
8. Ensure detailed knowledge of VIC clients in collaboration with the High Jewelry Director.
9. Manage VIC clients in collaboration with boutiques and the region, and plan future activations.
10. Responsible for current and future client experience tools, including training and support for boutique and office users.
11. Design and implement action plans to develop local clientele.
12. Report client satisfaction metrics and coordinate improvement plans for boutiques.
13. Train boutique Assistant Directors on satisfaction tracking tools like Medallia.
14. Respond to unfavorable online reviews using tools such as Yext.
15. Monitor budget for the Client Experience scope in collaboration with suppliers and accounting.
16. Participate in or lead various cross-functional projects with Marketing, Communication, Events, and Training teams.
17. Conduct competitive analysis and innovation tracking in client gifting and tools.

1. Minimum of 5 years of experience in CRM, client relations, or client experience, preferably in the luxury sector.
2. Familiarity with the jewelry and watchmaking industry.

1. Autonomous and proactive with a solution-oriented mindset.
2. Organized, meticulous, and detail-oriented.
3. Comfortable with numbers and possessing an analytical mindset.
4. Ability to manage multiple projects simultaneously under tight deadlines.
5. Strong interpersonal skills and the ability to collaborate with diverse stakeholders.
6. Excellent listening skills and pedagogical approach.
7. Fluent in English, both spoken and written.

Minimum of 5 years in CRM, client relations, or client experience, ideally within the luxury sector.

Employees at Van Cleef & Arpels benefit from comprehensive training programs, immersing them in the brand's rich history, craftsmanship, and culture, alongside opportunities for career development within the Richemont Group.

Van Cleef & Arpels prides itself on a culture that values the development of its employees, placing their growth at the heart of its ambitions. New team members are welcomed into an environment that celebrates the brand's storied heritage and commitment to excellence.