Van Cleef & Arpels Client Relations Center Director

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

• Set the vision and multi-year roadmap for the Client Relations Center (CRC) as a strategic growth engine within Online Retail.
• Own CRC commercial performance, including sales, conversion, client retention, targets, and budget.
• Lead, coach, and develop managers, building a strong leadership bench and clear succession.
• Build a culture of ownership, collaboration, and accountability, ensuring managers work as one team and advisors feel valued.
• Set clear expectations and performance standards, provide direct and timely feedback, and address performance gaps with care and rigor.
• Elevate distance clienteling by developing advisors into trusted Maison ambassadors who build lasting client relationships.
• Define and uphold service standards so every interaction reflects Van Cleef & Arpels’ excellence and warmth.
• Lead CRC execution of product launches and key Maison moments, including client prioritization and stock allocation, in partnership with Online Retail Operations.
• Guide the team through escalated and sensitive client situations with sound judgment, protecting client relationships and the Maison.
• Strengthen the CRC’s partnership with boutiques to deliver a seamless omnichannel client journey.
• Partner with Digital Analytics & Insights to monitor sales, service, and quality KPIs and turn insights into action.
• Drive operational excellence across workforce planning, scheduling, quality assurance, and process improvement.
• Champion new tools and ways of working, including OMS, CRM, and AI-enabled capabilities, and lead the team through change.
• Own CRC recruitment, onboarding, and training strategy, building continuous learning in product knowledge, storytelling, and client engagement.
• Represent the CRC with senior leadership, presenting results, risks, and recommendations with confidence and clarity.
• Collaborate with Van Cleef & Arpels HQ and Richemont partners to share best practices and align with Maison policies and procedures.
• Support the Maison’s growth across the Americas, adapting the CRC model to each market’s needs.

Qualifications

• At least 10 years of professional experience in luxury retail, clienteling, or client services.
• At least 5 years leading managers and large teams, with a proven record of developing leaders.
• Bachelor’s degree required; Master’s degree or MBA preferred.
• Demonstrated success driving sales and client KPIs in a contact center, distance sales, or omnichannel environment.
• Deep understanding of luxury client expectations and relationship-driven selling; jewelry or watch experience is a plus.
• Ability to inspire a team, set direction, uphold high standards, and have honest conversations.
• Experience leading change, including the introduction of new tools, processes, or ways of working.
• Strategic mindset, with the ability to connect day-to-day CRC activity to broader business strategy and deliver meaningful outcomes.
• Comfort using data and KPIs to make decisions and manage performance.
• Spanish and/or Portuguese is a plus.
• Ability to travel as needed.
• Valid work authorization for employment in the USA.

Skills

Experience

At least 10 years in luxury retail, clienteling, or client services, and at least 5 years leading managers and large teams.

Education

Bachelor’s degree required; Master’s degree or MBA preferred.

Benefits

Richemont offers a generous compensation and benefits package for eligible employees. Career development and training on the Maison’s history, know-how, and creations are also described.

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.