Van Cleef & Arpels Manager, Client Experience
- Employment
- Full-Time
- Seniority
- Mid-Level
- Compensation
- $105,000–115,000/year
- Department
- Clienteling, CRM & VIP Relations
- Industry
- High Jewelry
- Posted
- Sep 8, 2026
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.
Van Cleef & Arpels seeks a Manager, Client Experience in New York. Lead client satisfaction initiatives across the Americas with $105–$115K annual salary plus bonus.
Role & Responsibilities
- Act as the key liaison for client satisfaction in the Americas, overseeing all tools and collaborative efforts to monitor performance across all client journey touchpoints
- Oversee client satisfaction performance by leveraging internal tools and external inputs including social media, online reviews, and CEO communications to build a comprehensive picture of client perception
- Monitor and manage public responses to negative Google reviews (less than 3 stars) in partnership with regional and headquarters teams
- Serve as the primary point of contact for all client escalation cases, ensuring relevant stakeholders are informed and necessary actions are clearly outlined and followed through
- Perform regular gap analyses on client experience tools, ceremonies, and journeys to identify opportunities for improvement and provide actionable recommendations
- Enhance and develop client satisfaction reporting to support regional specificities and provide leadership with awareness of performance trends and evolution
- Provide client satisfaction trend analysis to support cross-functional initiatives including training, retail operations, and client services
- Build awareness of client satisfaction as a core pillar through multiple channels and stakeholder engagement including regional CX teams, trainers, and boutique management
- Strengthen client satisfaction practices through regular market touchpoints and partnerships with training on potential modules
Qualifications
- 5 or more years of related experience in client experience or customer satisfaction roles
- Proficiency in analytical tools such as Google Looker or Power BI preferred
- Strong proficiency in Salesforce strongly preferred
- Excellent interpersonal and collaboration skills
- Excellent verbal and written communication skills
- Valid work authorization for employment in the United States
Skills
Experience
5+ years of related experience in client experience, customer satisfaction, or related roles in luxury retail, hospitality, or customer-focused environments.
Education
Bachelor's degree required
Workplace
This position is based in New York, New York, USA.
Compensation
The base compensation for this position ranges from USD 105,000 to USD 115,000 per annum.
Benefits
Medical, dental, and vision programs; 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. Role is bonus eligible.
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.
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 Experience Specialist», «Client Satisfaction Manager», «Customer Experience Coordinator», «Client Loyalty 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.