Van Cleef & Arpels Team Lead, Client Relations Center

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Location
Grand PrairieTexasUSA
Seniority
Lead
Posted
Mar 16, 2026

About Van Cleef & Arpels

Van Cleef & Arpels is a haute joaillerie and watchmaking maison renowned for artisanal craftsmanship and poetic design. As part of the Richemont group, the house combines heritage savoir-faire with an international retail and client-service network, delivering refined customer experiences across boutiques and service centres.

Van Cleef & Arpels seeks a Team Lead, Client Relations Center in Grand Prairie (Dallas area), USA to manage and coach the Dallas client-service team.

Role & Responsibilities

  • Lead and coach a team of client relations specialists in the Dallas-area contact centre, ensuring consistent delivery of brand-standard client service.
  • Manage daily operations including scheduling, workload allocation, and service-level adherence to KPIs (response time, resolution rate, CSAT).
  • Handle complex client escalations and coordinate with boutiques, ateliers, and after-sales teams to achieve timely resolution.
  • Implement and maintain quality assurance processes, call monitoring, and regular performance reviews to drive continuous improvement.
  • Produce operational reports and insights for senior management; recommend process improvements to elevate client experience.
  • Deliver onboarding and ongoing training on product knowledge, CRM usage, and luxury service protocols; foster a client-centric team culture.

Qualifications

  • Proven leadership experience within a client contact centre or luxury retail environment; demonstrable people-management skills.
  • Strong client-service orientation with a track record of resolving escalations diplomatically and effectively.
  • Experience working with cross-functional teams (retail, after-sales, logistics) to coordinate client solutions.
  • Excellent verbal and written communication skills; professional telephone and digital communication etiquette.
  • Ability to analyse performance metrics and translate insights into actionable coaching and operational changes.
  • Flexibility to work varied shifts, including evenings and weekends, as required by client-service operations.

Skills

Team leadership and coaching Client relationship management (CRM) platforms Escalation management KPI monitoring and reporting Quality assurance and call monitoring Microsoft Excel

Experience

Approximately 3+ years in client service or contact-centre roles, preferably within luxury retail or high-end services, including at least 1 year in a supervisory or team-lead capacity.

Education

Bachelor’s degree preferred; equivalent professional experience in luxury retail, client services, or contact-centre management accepted.

Workplace

The successful candidate will be located in Grand Prairie, Texas, USA, with easy access to Dallas.

Culture

The maison values meticulous craftsmanship, discretion and an elevated client experience. Teams operate with high standards of professionalism and collaboration, combining Parisian heritage with a global luxury retail mindset.

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

A.

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 Relations Team Lead», «Client Services Supervisor», «Lead Client Advisor (Contact Centre)», «Client Care Team Supervisor», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.