Manager, Client Services

Who are we?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.

Are you a good match?
The ideal candidate for this role will have a minimum three years’ experience in a client-facing role, preferably customer service for repairs for fine jewelry and timepieces and Bachelors Degree. You will have excellent interpersonal skills with a service-oriented attitude as well as exceptional communication and organizational skills. The candidate will have strong knowledge of Microsoft Office software, especially Excel and PowerPoint, previous knowledge of SAP is a plus. Previous experience with luxury consumer products is desired

What are we expecting from you?
The Manager, Client Services, is responsible for all jewelry and timepiece repair activities. This pivotal role requires exceptional communication skills and dedication to ensuring an exceptional client experience. The client services team serves as a vital liaison, all to guarantee the impeccable, timely, and qualitative delivery of every client repair while upholding our commitment to excellence. This role will report to the Director of Customer Service and will be based in New York City.

In this role, you will:
Acts as the primary liaison between boutique teams, workshops, and headquarters regarding the flow of repairs and adjustments

• Reviews and escalates potential issues and client complaints, mobilizing team, partners, and HQ to ensure quick resolution; Coaches in the  process of problem solving and de-escalation using emotional intelligence and learned techniques

• Onboards and develops their teams' understanding of policy & procedure; Instills the CS mindset needed to drive a consistently excellent client experience

• Leads meetings with WS and HQ to ensure strategic alignment on the interpretation and execution of policies and propose changes via feedback from the team and boutiques

• Owns and refines the CS Retail Training path by independently facilitating the CS Training, from New Store openings, onboarding new boutique directors, Unveiled, LBP Intermezzo and CS University

• Implements and executes all CS reporting, analyzing the data for areas of operational efficiencies and improvement opportunities

• Strategic responsibility for the teams' projects, both local and from HQ, to prioritize and delegate as needed

More than a role…we recruit for a career!
By joining Van Cleef and Arpels, you will be part of a Maison where employee career development is at the heart of our ambition. Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how as well as trainings about our creations.
The recruitment process:
Please submit an application on-line. If your profile matches our search criteria, you will be contacted by the Talent Acquisition team for an interview. The recruitment process will consist of several interviews at various levels of the organization. Applicants must have valid work authorization for employment in the USA. Salary will be negotiated based on skills and prior work experience.
Richemont offers a generous compensation and benefits package for eligible employees.
We Offer:
Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

Salary Range: $90,000 - $100,000 (Annual)

This role is bonus eligible