ASSISTANT CLIENT EXPERIENCE MANAGER

Van Cleef & Arpels; Hong Kong; On-site; HKD 420,000 - 660,000; Full time

Job summary

Van Cleef & Arpels in Hong Kong is seeking a CRM and Client Experience professional to elevate client journeys across boutique and online channels. You will translate the Maison's client‑centric standards into local practice and support daily boutique challenges.

Define and implement tailored client treatment strategies, co‑design local events and VIP experiences, deploy gifting programs, monitor satisfaction metrics, and manage the Client Experience budget in partnership with regional teams.

Qualifications

• You have solid experience in CRM, with luxury retail experience would be a plus.
• You can seek and assess opportunities that properly match the Maison strategy.
• You give selective, specific and sincere feedback.
• You lead by example, showing high standards of ethics.
• You are proficient in English, Cantonese and Chinese.

Responsibilities

• Equip retail and online teams with standard hospitality guidelines, food and beverage management, and essential client experience tools while supporting daily boutique challenges.
• Define and implement tailored client treatment strategies and planning in alignment with regional objectives.
• Coordinate and co-design local and international client events, in-boutique animations, and VIP hosting experiences in collaboration with local teams and vendors.
• Adapt and deploy the HQ client gifting strategy locally, managing the sourcing, campaign execution, and return on investment analysis.
• Track customer satisfaction metrics through Barometer and Mystery Shopping results, resolve outstanding customer feedback across channels, and collaborate with Training to address identified pain points.
• Plan, structure, and monitor the Client Experience activity budget in close partnership with regional stakeholders.
• Consolidate annual reports to track event performance, best practices, customer satisfaction trends, and client acquisition progress.

Skills

CRM experience

Luxury retail experience

English

Cantonese

Chinese

Job description

Are you a good match?

You have solid experience in CRM, with luxury retail experience would be a plus.

You can seek and assess opportunities that properly match the Maison strategy.

You give selective, specific and sincere feedback.

You lead by example, showing high standards of ethics.

You are proficient in English, Cantonese and Chinese.

What are we expecting from you?

You Will Be Responsible For

• Equip retail and online teams with standard hospitality guidelines, food and beverage management, and essential client experience tools while supporting daily boutique challenges.
• Define and implement tailored client treatment strategies and planning in alignment with regional objectives.
• Coordinate and co-design local and international client events, in-boutique animations, and VIP hosting experiences in collaboration with local teams and vendors.
• Adapt and deploy the HQ client gifting strategy locally, managing the sourcing, campaign execution, and return on investment analysis.
• Track customer satisfaction metrics through Barometer and Mystery Shopping results, resolve outstanding customer feedback across channels, and collaborate with Training to address identified pain points.
• Plan, structure, and monitor the Client Experience activity budget in close partnership with regional stakeholders.
• Consolidate annual reports to track event performance, best practices, customer satisfaction trends, and client acquisition progress.

More than a role… We recruit for a career!

If you are interested in joining the influential growth of the Maison with care, no compromise, and the drive to succeed then do not hesitate to enter the creative universe of Van Cleef & Arpels. By joining the Maison, you will be part of a nurturing team focused on delivering excellence and development.

The Recruitment Process