Client Experience Manager

Job description

Who are we?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment. Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise. At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself. At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.

Do you match with the profile?

• Do you possess strong project management capabilities?
• Do you have in-depth understanding of high-end retail industry?
• Are you a strategic thinker with structured mind and analytical skills, being able to design new action plans creatively to improve Client Experience?
• Do you have strong interpersonal skills with the ability to be persuasive, engaging and motivating with others in a consistent manner both in English and Japanese.
• Do you have a good command of IT tools and applications (Word, Excel, PowerPoint)?

If this is the case, then we would love to hear from you!

What are we expecting from you?

The Client Experience Manager’s mission is to craft, deliver and monitor Retail Excellence so as to maximize our service, client satisfaction & loyalty towards all Maison’s clients.

• You will play a key role in enhancing the Maison’s client experience end-to-end from the in-boutique experience to post-visit follow-ups by engaging and coordinating transversal teams.
• You will define and implement Client Experience Strategy encompassing HQ guidelines and local specificities.
• You will monitor client experience / level of service through the Client Barometer, and define action plans based on results.
• You will manage clients’ complaints in collaboration with HQ, BTQs and relevant teams.
• You will repackage international guidelines to local specificities, locally implement Client Experience Programs & Tools, and continuously monitor the progress for further improvement and enhancement.
• You will adapt international guidelines on gifting, build partnerships, develop “bespoke”, and execute the local gifting strategy gifts with the client development team.

More than a job…it’s an experience!

If you are interested in joining the influential growth of the Maison with care, no compromise, and the drive to succeed then do not hesitate to enter the creative universe of Van Cleef & Arpels. By joining the Maison, you will be part of a nurturing team focused on delivering excellence and development

The recruitment process:

Send your application online If your profile matches our search, you will be contacted by the HR team for an interview. You will meet with HR, Client Engagement Senior Manager, Retail Excellence Director, and Japan President.

If you are interested to know more about this position, pls feel free to contact our HR team.