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 hold a Bachelor Degree or above with 5 years or above experiences on client service, with team management experience, and experiences in luxury/watch industry is a plus. You have rich experiences on client complaint handling and training experience is a plus. You have strong communication and interpersonal skills. You have good command of written and spoken Chinese and English.
What are we expecting from you? Reporting to Associate Retail Performance Director. You will ensure the implementation of Care Service policies & guidelines and tools on Boutique level and drive the Client Service teams to provide supports to the Boutiques teams (including training, repair activities and client dissatisfaction). In this function you will: Ensure boutiques effectively implement and adapt to existing and new service offers, raising new service needs to meet client expectations. Provide operational support to boutiques, resolve issues, and escalate complex cases to regional teams when necessary. Facilitate deployment of new services and tools, ensure boutique adoption, and provide feedback to regional and Maison HQ teams. Ensure boutiques have mastery of all CS tools to enhance confidence and efficiency. Act as a liaison between boutiques, and Richemont CS Center to ensure seamless client experiences. Drive excellence in customer reception, after-sales service processes, and maintenance of dedicated service areas. Foster a CS-oriented mindset across retail teams, monitor performance through barometer results, and promote service culture locally. Act as the local CS ambassador, leading boutiques in adopting the Maison’s CS roadmap and supporting regional action plans. Optimize complaint handling processes, share learnings from key cases, and work with the Quality team to improve issue feedback and follow-up channels. Provide training to Retail and CRC teams on CS policies, repair craft, complaint handling, and operational processes. Support new boutique openings with training and onboarding processes. Oversee creation and updates of training materials and organize the annual CS Committee Gathering. Support teams in managing customer dissatisfaction, intervening directly in complex cases. Monitor and evaluate the performance of CS experts, ensuring continuous improvement. Analyze the client journey to identify and implement initiatives that improve client experience and operational efficiency. Evaluate and localize new service offers or policies, ensuring full execution by Retail and CRC teams.
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. Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how and creations.
The recruitment process Send your application online. If your profile matches our search, you will be contacted by our HR team for an interview. Along the recruitment process you will meet HR, Associate Retail Performance Director & Operation Director, Retail Director, and Managing Director, China.
