Luxury Online Retail Director: Client Experience & Growth

Van Cleef & Arpels; Grand Prairie (TX); Vor Ort; USD 130.000 - 180.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Luxury retail experience

Clienteling

Leadership of managers

Data-driven decision making

Spanish or Portuguese (plus)

Willingness to travel

Team inspiration

Ausbildung

Bachelor's degree

Master's degree or MBA preferred

Tools

OMS

CRM

AI-enabled capabilities

Jobbeschreibung

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