Client Development & Customer Service Manager

Overview

Van Cleef & Arpels is a distinguished maison of haute joaillerie renowned for artisanal craftsmanship, discreet luxury and an international boutique network. The brand is part of a leading luxury goods group and is recognised for its heritage-led creativity, meticulous client service and focus on cultivating long-term relationships with high-net-worth clientele.

Role & Responsibilities

• Define and implement client development and clienteling strategies to increase retention, lifetime value and share of wallet among VIP and emerging clients.
• Oversee client service operations including after-sales care, conflict resolution and bespoke requests to ensure exemplary standards of discretion and responsiveness.
• Manage CRM segmentation, client lifecycle programs and targeted outreach initiatives in collaboration with boutiques, sales and marketing teams.
• Design and deliver exclusive client events, private appointments and relationship-building activities in coordination with local boutiques and global brand teams.
• Analyse client data and KPIs to identify growth opportunities, refine prospecting tactics and report performance to senior management.
• Act as the primary escalation point for high-value client issues and coordinate cross-functional resolution with workshops, logistics and compliance teams.
• Train, coach and align boutique teams on clienteling best practices, script frameworks and service-level agreements to ensure a consistent brand experience.
• Collaborate with digital, marketing and CRM stakeholders to optimise omnichannel client journeys and bespoke communications.

Qualifications

• Proven experience in client development, CRM or client services within luxury retail, ideally in jewellery, watches or high-end fashion.
• Track record of managing VIP relationships and delivering measurable improvements in client retention and spend.
• Strong capability in driving cross-functional projects and influencing boutique teams and headquarters stakeholders.
• Excellent problem-solving skills with a service-first mentality and high standards of discretion and confidentiality.
• Fluent written and verbal communication skills; ability to represent the brand at client events and in executive interactions.

Skills

Experience

Typically 5+ years of progressively responsible experience in luxury retail client development, CRM or client services, with demonstrable success managing VIP portfolios and improving client metrics.

Education

Bachelor’s degree in Business, Marketing, Hospitality or a related discipline preferred; equivalent professional experience in luxury retail accepted.

Culture

Van Cleef & Arpels cultivates an environment that prioritises craftsmanship, discretion and exceptional client relationships. The workplace values meticulous attention to detail, cross-disciplinary collaboration and a service ethos tailored to high-net-worth clientele.