Client Manager

Van Cleef & Arpels (Richemont); Sydney; On-site; AUD 120,000 - 170,000; Full time

Job summary

Van Cleef & Arpels in Sydney, Australia, seeks a Client Manager to drive the Oceania client strategy and lead the department through Client Insight, Development and Experience. You will recruit, retain and reactivate clients using data-led insights, build plans to grow the client pool while upholding Maison standards of service and enchantment.

This role reports to the Retail Director and collaborates across boutiques and departments.

Qualifications

• Experience leading client strategy and teams in luxury retail.
• Strong leadership with cross-functional collaboration.
• Data-driven mindset with dashboards and insights.

Responsibilities

• Define and implement Oceania client strategy, roadmap, and budget with Retail Director.
• Lead cross-functional projects across boutiques and departments.
• Define Client KPIs and provide dashboards and follow-up actions.
• Develop client portfolio insights and animate the local client community.
• Coach boutiques in clienteling and programs to uplift loyalty.
• Ensure exceptional client experience aligned with Maison standards.

Skills

Matrixed operations

Interpersonal skills

Retail strategy

Self-motivated

Leadership

Analytical mindset

Job description

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.

You will:

• Have a strong understanding of matrixed business operations, market dynamics and client requirements of the industry.
• Have excellent interpersonal skills at all levels, across people management, networking and leadership, consistently engaging with and motivating others
• Have a Strong track record and proven results in implementing retail strategies
• Be Self motivated, Independent and result oriented
• Be flexible, adaptable, people-first leader
• Be analytical mindset equipped to interpret data insights to proactively challenge assumptions integrating insights into ongoing process refinements.

What are we expecting from you?

The Client Manager is responsible for driving the Maison Client strategy and roadmap in Oceania and leading the department through (3) pillars – Client Insight, Development, and Experience. Based on thorough and detailed knowledge of our client database and segmentation, he/she employs data-led insights to drive the client recruitment, retention, and reactivation and builds relevant and impactful action plans to further growththe pool of clients, while ensuring experience and satisfaction upholds Maison standards. The Client Manager acts as anAmbassador of the Maison to lead and inspire boutique teams on building client loyalty through differentiating and enchanting client experiences.

Your role will be to lead:

Client strategy, department & team for Oceania market

• Define and implement Maison's Oceania client strategy, roadmap, and budget planning in collaboration with the Retail Director
• As a key pillar within the Retail department, the Client Manager will be a major stakeholder across most large-scale projects and working cross functionally with other departments to achieve collective success
• Define clear Client KPIs and provide dashboards, tools to work closely with boutique teams, translate key findings to follow up actions

Client Insight - Build action plans to develop client portfolio

• Based on Maison dashboards, analyze client data and develop a thorough knowledge of the local client portfolio. Monitor the local client portfolio evolution & client performance and identify opportunities for development
• Build qualitative insights to share with Management and Boutique leaders, escalating any local needs (specific analysis & tools evolutions) to the Region
• Animate the local Client community within the boutique population

Client Development - Deploy client activation and clienteling strategy

• Lead local clienteling opportunities to solidify a strong foundation of clients across each client segments.
• Ensure a consistent and sustainable approach to client conversion and upgrades year on year.
• Coach & support boutiques teams in structuring their Clienteling strategy, roll‑out client-related programs, guidelines & tools

Client Experience - Roll-out client-related programs, guidelines & tools

• Manage overall client experience in boutiques, in line with Maison quality, hospitality, and service
• Partner with boutiques and departments on client treatment programs
• Develop and facilitate personalized client journeys for Oceania clients attending High Jewelry events (overseas and local) and in-boutique animations

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.

Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how and creations.

Want to know more about working at Van Cleef & Arpels (Richemont)?