Client Service Manager

Richemont; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Van Cleef & Arpels in Dubai seeks a Client Service Manager to receive and process customer orders, inquiries and complaints, while nurturing relationships with clients and sales teams. You will provide expert product information and coordinate with internal teams to ensure timely delivery in a seamless service link.

The role requires strong relationship skills, exceptional communication, and the ability to work independently in a fast‑paced luxury environment.

Qualifications

• Strong experience in client service within luxury retail.
• Excellent communication and interpersonal abilities to build client relationships.
• Organized, client‑oriented, and able to work independently with minimal supervision.

Responsibilities

• Receive, process, and manage customer orders, inquiries and complaints with precision.
• Maintain ongoing relationships with select clients and sales teams.
• Provide advanced product and service information and tailor support.
• Record and process custom orders, coordinating with teams for timely delivery.
• Respond to advanced escalations and obtain managerial approvals when needed.
• Initiate contact with allocated clients to develop new relationships.
• Act as primary contact for resolving queries and complaints.
• Schedule follow-ups and enter information into CRM to ensure data quality.
• Conduct client interviews to clarify requirements and gather information.
• Deliver exceptional service to encourage continued use of Maison’s products.
• Adhere to policies, procedures and regulatory codes; seek authorization for deviations.
• Pursue ongoing professional development through training and coaching.
• Demonstrate ability to work independently with minimal supervision.
• Uphold diversity and inclusion in all interactions.

Skills

Client service

Relationship management

Communication skills

Independent working

CRM proficiency

Tools

CRM system

Job description

Who are we?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment.

Are you a good match?

You have strong experience in client service and are passionate about delivering an exceptional client experience. You demonstrate excellent communication and interpersonal skills, with the ability to build and nurture relationships with clients and internal stakeholders.

You are highly organized, client-oriented and able to work independently with minimal supervision. You demonstrate sound judgment, sensitivity to client needs and a strong knowledge of products and service processes.

What are we expecting from you?

As a Client Service Manager, you will receive and process customer orders, inquiries and complaints with precision and efficiency, while maintaining ongoing relationships with clients and sales teams and ensuring a seamless communication link.

In this role, you will:

• Maintain and nurture ongoing relationships with select clients and sales teams.
• Utilize in-depth knowledge of products, availability, sales territories and client profiles to provide tailored support.
• Provide advanced product and service information, addressing complex client questions with expertise.
• Record and process custom and special orders, coordinating with relevant teams to ensure timely delivery.
• Respond promptly and appropriately to advanced issue escalations, securing managerial approvals when necessary.
• Initiate contact with allocated clients to develop new relationships and act as the primary point of contact for resolving queries and complaints.
• Schedule follow-up actions and meticulously enter relevant information into the CRM system to maintain high-quality data for client retention and business development.
• Conduct detailed client interviews to clarify requirements and gather comprehensive client information.
• Deliver exceptional service to encourage continued use of the Maison’s products and services.
• Adhere to organizational policies, procedures and relevant regulatory codes, seeking authorization for any deviations.
• Engage in continuous professional development through assessment, training and coaching, while staying informed about industry best practices and technological advancements.
• Demonstrate the ability to work independently as an experienced practitioner with minimal supervision.
• Exhibit a strong commitment to diversity and inclusion in all interactions and responsibilities.

More than a role… We recruit for a career!

By joining Van Cleef & Arpels, you will be part of a Maison where employee career development is at the heart of our ambition.

You will be immersed in our enchanting universe and benefit from comprehensive training on our history, know-how and creations, while developing your expertise alongside passionate and talented teams.

The Recruitment Process

If your profile matches our search, you will be contacted by our Talent Acquisition team for an introductory conversation.

You will then meet with the relevant Hiring Manager and key stakeholders as part of the interview process.

Otherwise, you will receive an email informing you that your application has not been successful.