Client Service Manager

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.

Are you a good match?

You have strong experience in client service and are passionate about delivering an exceptional client experience. You demonstrate excellent communication and interpersonal skills, with the ability to build and nurture relationships with clients and internal stakeholders.

You are highly organized, client-oriented and able to work independently with minimal supervision. You demonstrate sound judgment, sensitivity to client needs and a strong knowledge of products and service processes.

What are we expecting from you?

As a Client Service Manager, you will receive and process customer orders, inquiries and complaints with precision and efficiency, while maintaining ongoing relationships with clients and sales teams and ensuring a seamless communication link.

In this role, you will:

• Maintain and nurture ongoing relationships with select clients and sales teams.
• Utilize in-depth knowledge of products, availability, sales territories and client profiles to provide tailored support.
• Provide advanced product and service information, addressing complex client questions with expertise.
• Record and process custom and special orders, coordinating with relevant teams to ensure timely delivery.
• Respond promptly and appropriately to advanced issue escalations, securing managerial approvals when necessary.
• Initiate contact with allocated clients to develop new relationships and act as the primary point of contact for resolving queries and complaints.
• Schedule follow-up actions and meticulously enter relevant information into the CRM system to maintain high-quality data for client retention and business development.
• Conduct detailed client interviews to clarify requirements and gather comprehensive client information.
• Deliver exceptional service to encourage continued use of the Maison’s products and services.
• Adhere to organizational policies, procedures and relevant regulatory codes, seeking authorization for any deviations.
• Engage in continuous professional development through assessment, training and coaching, while staying informed about industry best practices and technological advancements.
• Demonstrate the ability to work independently as an experienced practitioner with minimal supervision.
• Exhibit a strong commitment to diversity and inclusion in all interactions and responsibilities.
  

More than a role… We recruit for a career!

By joining Van Cleef & Arpels, you will be part of a Maison where employee career development is at the heart of our ambition.

You will be immersed in our enchanting universe and benefit from comprehensive training on our history, know-how and creations, while developing your expertise alongside passionate and talented teams.

The Recruitment Process

Apply online.

If your profile matches our search, you will be contacted by our Talent Acquisition team for an introductory conversation.

You will then meet with the relevant Hiring Manager and key stakeholders as part of the interview process.

Otherwise, you will receive an email informing you that your application has not been successful.