Luxury Client Services Manager — Jewelry & Watches

Van Cleef & Arpels; New York (NY); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Health savings account

401(k) with employer match

Paid time off

Job summary

Van Cleef & Arpels is seeking a Manager, Client Services in New York City to lead all jewelry and timepiece repair activities and ensure an exceptional client experience. The role reports to the Director of Customer Service and requires strong communication and leadership within a luxury brand environment.

You will coordinate with HQ and boutiques, develop training paths, and drive CS reporting and improvements while maintaining excellence in service delivery.

Qualifications

• Minimum three years' experience in a client-facing role.
• Bachelor's degree.
• Customer service experience in repairs for fine jewelry/timepieces is preferred.
• Excellent interpersonal, service-oriented, communication, and organizational skills.
• Strong knowledge of Microsoft Office, especially Excel and PowerPoint.
• SAP knowledge is a plus.
• Experience with luxury consumer products is desired.

Responsibilities

• Reviews and escalates potential issues and client complaints, mobilizing team, partners, and HQ to ensure quick resolution; coaches in problem solving and de-escalation.
• Onboards and develops teams' understanding of policy & procedure; instills CS mindset to drive an excellent client experience.
• Leads meetings with WS and HQ to ensure strategic alignment on policy interpretation and execution; proposes changes via team and boutiques feedback.
• Owns and refines the CS Retail Training path including New Store openings, onboarding new boutique directors, Unveiled, LBP Intermezzo and CS University.
• Implements and executes all CS reporting, analyzes data for areas of operational efficiency and improvement opportunities.
• Strategic responsibility for the teams' projects, both local and HQ, to prioritize and delegate as needed.

Skills

Client facing

Customer service

Interpersonal skills

Communication

Organizational skills

Education

Bachelor's Degree

Tools

Microsoft Excel

Microsoft PowerPoint

SAP

Job description

Van Cleef & Arpels is seeking a Manager, Client Services in New York City to lead all jewelry and timepiece repair activities and ensure an exceptional client experience. The role reports to the Director of Customer Service and requires strong communication and leadership within a luxury brand environment.

You will coordinate with HQ and boutiques, develop training paths, and drive CS reporting and improvements while maintaining excellence in service delivery.