Luxury Client Experience 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

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.