ASSISTANT CLIENT EXPERIENCE MANAGER

Van Cleef & Arpels (Richemont); Hong Kong; On-site; HKD 420,000 - 680,000; Full time

Job summary

Van Cleef & Arpels in Hong Kong seeks a CRM-driven professional to elevate client experience across retail and online channels. You will implement tailored client strategies, support hospitality standards, and coordinate international events in collaboration with local teams and vendors.

The role requires fluency in English, Cantonese, and Chinese, with strong ethics and client-centric leadership. Join a Maison renowned for craftsmanship and exclusive experiences.

Qualifications

• Experience in CRM and clienteling within luxury retail.
• Proficiency in English, Cantonese and Chinese.
• Ability to define and implement client treatment strategies.

Responsibilities

• Equip retail and online teams with hospitality guidelines, F&B management, and client experience tools.
• Define and implement tailored client treatment strategies aligned with regional objectives.
• Coordinate and design local and international client events, in-boutique animations, and VIP hosting experiences with local teams and vendors.
• Adapt and deploy HQ client gifting strategy locally, including sourcing, campaigns, and ROI analysis.
• Track customer satisfaction metrics and address feedback across channels in collaboration with Training.
• Plan, structure, and monitor the Client Experience activity budget with regional stakeholders.
• Consolidate annual reports to track event performance, satisfaction trends, and client acquisition progress.

Skills

CRM experience

Luxury retail experience

English proficiency

Cantonese proficiency

Chinese proficiency

Tools

CRM software

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 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

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