Director, Luxury Online Client Experience & Growth

Brobston Group; Grand Prairie (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Van Cleef & Arpels is seeking a Director to lead the Customer Relationship Center (CRC) within Online Retail. You will shape the vision, performance, and culture of the CRC, guiding managers and client advisors to deliver exceptional service and sustainable growth across distance channels.

You will oversee multi-year roadmaps, drive sales and client retention, and partner with HQ and Richemont to share best practices while ensuring alignment with Maison policies.

Qualifications

• 10+ years in luxury retail, clienteling, or client services.
• 5+ years leading managers and large teams; proven leader development.
• Bachelor's degree required; Master's/MBA preferred.
• Strong track record driving sales and KPIs in omnichannel environments.
• Jewelry or watch experience is a plus.
• Strategic mindset; connect CRC activity to business strategy.

Responsibilities

• Set the vision and multi-year CRC roadmap as a growth engine within Online Retail.
• Own CRC commercial performance, including sales, conversion, and client retention.
• Lead, coach, and develop a team of managers and advisors.
• Build a culture of ownership, collaboration, and accountability.
• Define expectations and provide timely feedback; address gaps.
• Elevate distance clienteling and develop advisors into ambassadors.
• Define service standards reflecting Maison excellence and warmth.
• Lead product launches and key Maison moments with OPS.
• Guide the team through escalated client situations with sound judgment.
• Strengthen CRC-boutique partnership for omnichannel journeys.
• Collaborate with Analytics to monitor KPIs and turn insights into action.
• Drive workforce planning, scheduling, QA, and process improvements.
• Champion new tools and ways of working; lead through change.
• Own recruitment, onboarding, and training strategy for CRC.
• Represent CRC with senior leadership and report risks and results.
• Partner with HQ and Richemont for best practices and policy alignment.
• Support growth across the Americas; adapt CRC model to markets.

Skills

Luxury retail experience

Clienteling

Team leadership

Data-driven decisions

Education

Bachelor's degree

Master's degree or MBA

Tools

CRM systems

OMS

AI-enabled tools

Job description

Van Cleef & Arpels is seeking a Director to lead the Customer Relationship Center (CRC) within Online Retail. You will shape the vision, performance, and culture of the CRC, guiding managers and client advisors to deliver exceptional service and sustainable growth across distance channels.

You will oversee multi-year roadmaps, drive sales and client retention, and partner with HQ and Richemont to share best practices while ensuring alignment with Maison policies.