Manager, Client Services

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

Are you a good match?

The ideal candidate for this role will have a minimum three years’ experience in a client-facing role, preferably customer service for repairs for fine jewelry and timepieces and Bachelors Degree. You will have excellent interpersonal skills with a service-oriented attitude as well as exceptional communication and organizational skills. The candidate will have strong knowledge of Microsoft Office software, especially Excel and PowerPoint, previous knowledge of SAP is a plus. Previous experience with luxury consumer products is desired

What are we expecting from you?

The Manager, Client Services, is responsible for all jewelry and timepiece repair activities. This pivotal role requires exceptional communication skills and dedication to ensuring an exceptional client experience. The client services team serves as a vital liaison, all to guarantee the impeccable, timely, and qualitative delivery of every client repair while upholding our commitment to excellence. This role will report to the Director of Customer Service and will be based in New York City.

In This Role, You Will

• Reviews and escalates potential issues and client complaints, mobilizing team, partners, and HQ to ensure quick resolution; Coaches in the process of problem solving and de-escalation using emotional intelligence and learned techniques
• Onboards and develops their teams' understanding of policy & procedure; Instills the CS mindset needed to drive a consistently excellent client experience
• Leads meetings with WS and HQ to ensure strategic alignment on the interpretation and execution of policies and propose changes via feedback from the team and boutiques
• Owns and refines the CS Retail Training path by independently facilitating the CS Training, from New Store openings, onboarding new boutique directors, Unveiled, LBP Intermezzo and CS University
• Implements and executes all CS reporting, analyzing the data for areas of operational efficiencies and improvement opportunities
• Strategic responsibility for the teams' projects, both local and from HQ, to prioritize and delegate as needed

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 as well as trainings about our creations.

Applicants must have valid work authorization for employment in the USA.

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

We Offer

• Employee wellbeing is a top priority at Richemont.
• We offer a comprehensive benefits program to support employees and their loved ones.
• Our core benefits include medical, dental, and vision programs.
• Health savings and flexible spending accounts are also available.
• The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match.
• Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program.
• Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

Salary Range: $90,000 - $100,000 (Annual)

This role is bonus eligible