Director, Client Relations Center

Van Cleef & Arpels; Grand Prairie (TX); On-site; USD 130,000 - 180,000; Full time

Job summary

Van Cleef & Arpels is seeking a Director of the Customer Relationship Center to lead a team of managers and client advisors, shaping the CRC's vision, performance, and culture as a strategic growth engine for Online Retail. Reporting to the AVP of Online Retail, you will elevate distance clienteling, drive sales KPIs, ensure top-tier service, and align CRC initiatives with Maison policies across Americas.

This role requires luxury retail leadership, change management, data literacy, and a focus

Qualifications

• 10+ years in luxury retail, clienteling, or client services.
• 5+ years leading managers and large teams; proven development of leaders.
• Bachelor's degree required; Master's or MBA preferred.

Responsibilities

• Set the vision and multi-year CRC roadmap as a strategic growth engine within Online Retail.
• Own CRC commercial performance, including sales, conversion, and client retention, with accountability for targets and budget.
• Lead, coach, and develop a team of managers, building a strong leadership bench.
• Build a culture of ownership, collaboration, and accountability in which managers work as one team and advisors feel valued.
• Set clear expectations and performance standards, give direct and timely feedback, and address gaps with care and rigor.
• Elevate distance clienteling, developing advisors into trusted ambassadors of the Maison who build lasting client relationships.
• Define and uphold service standards so that every interaction reflects the excellence and warmth of Van Cleef & Arpels.
• Lead CRC execution of product launches and key Maison moments, including client prioritization and stock allocation, in partnership with Online Retail Operations.
• Guide the team through escalated and sensitive client situations with sound judgment, protecting both the client relationship and the Maison.
• Strengthen the partnership between the CRC and boutiques to deliver a seamless omnichannel client journey.
• Partner with Digital Analytics & Insights to monitor sales, service, and quality KPIs and turn insight into action.
• Drive operational excellence across workforce planning, scheduling, quality assurance, and process improvement.
• Champion new tools and ways of working, including OMS, CRM, and AI-enabled capabilities, and lead the team through change.
• Own the recruitment, onboarding, and training strategy for the CRC, building continuous learning in product knowledge, storytelling, and client engagement.
• Represent the CRC with senior leadership, presenting results, risks, and recommendations with confidence and clarity.
• Collaborate with Van Cleef & Arpels HQ and Richemont partners to share best practices and ensure alignment with Maison policies and procedures.
• Support the Maison's growth across the Americas, adapting the CRC model to the needs of each market.

Skills

Luxury retail experience

Clienteling

Leadership of managers

Data-driven decision making

Spanish or Portuguese (plus)

Willingness to travel

Team inspiration

Education

Bachelor's degree

Master's degree or MBA preferred

Tools

OMS

CRM

AI-enabled capabilities

Job description

Are you a good match?

The ideal candidate will have 10+ years of professional experience in luxury retail, clienteling, or client services, and 5+ years leading managers and large teams, with a proven track record of developing leaders; Bachelor's degree required; Master's degree or MBA preferred. You will have demonstrated success driving sales and client KPIs in a contact center, distance sales, or omnichannel environment. You will have a deep understanding of luxury client expectations and relationship‑driven selling; jewelry or watch experience is a plus. You will able to inspire a team, set direction, hold a high standard, and have honest conversations; experience leading change, including the introduction of new tools, processes, or ways of working. The ideal candidate will have a strategic mindset: Must have the ability to connect day‑to‑day CRC activity to broader business strategy and deliver meaningful outcomes, and will be comfortable using data and KPIs to make decisions and manage performance. Spanish and/or Portuguese is a plus; ability to travel as needed.

What are we expecting from you?

Reporting to the AVP of Online Retail, the Director owns the vision, performance, and culture of the CRC, leading a team of managers and client advisors to deliver exceptional service and sustainable growth. This is not a traditional contact center role. The CRC is where the Maison meets its clients at a distance, and it is a strategic growth engine for our Online Retail business. If you are a leader who builds other leaders, sets a high standard and brings people with you, and sees every client conversation as the start of a relationship, we want to talk to you.

In this role, you will be responsible for the following:

• Set the vision and multi-year roadmap for the CRC as a strategic growth engine within Online Retail
• Own CRC commercial performance, including sales, conversion, and client retention, with accountability for targets and budget
• Lead, coach, and develop a team of managers, building a strong leadership bench and clear succession
• Build a culture of ownership, collaboration, and accountability in which managers work as one team and advisors feel valued
• Set clear expectations and performance standards, give direct and timely feedback, and address gaps with care and rigor
• Elevate distance clienteling, developing advisors into trusted ambassadors of the Maison who build lasting client relationships
• Define and uphold service standards so that every interaction reflects the excellence and warmth of Van Cleef & Arpels
• Lead CRC execution of product launches and key Maison moments, including client prioritization and stock allocation, in partnership with Online Retail Operations
• Guide the team through escalated and sensitive client situations with sound judgment, protecting both the client relationship and the Maison
• Strengthen the partnership between the CRC and boutiques to deliver a seamless omnichannel client journey
• Partner with Digital Analytics & Insights to monitor sales, service, and quality KPIs and turn insight into action
• Drive operational excellence across workforce planning, scheduling, quality assurance, and process improvement
• Champion new tools and ways of working, including OMS, CRM, and AI-enabled capabilities, and lead the team through change
• Own the recruitment, onboarding, and training strategy for the CRC, building continuous learning in product knowledge, storytelling, and client engagement
• Represent the CRC with senior leadership, presenting results, risks, and recommendations with confidence and clarity
• Collaborate with Van Cleef & Arpels HQ and Richemont partners to share best practices and ensure alignment with Maison policies and procedures
• Support the Maison's growth across the Americas, adapting the CRC model to the needs of each market

More than a role...we recruit for a career!

By joining Van Cleef and 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.

Richemont offers a generous compensation and benefits package for eligible employees.