Client Experience Manager

Location Hong KongHong KongChina
Type Other
Seniority Manager
Posted Mar 16, 2026
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Van Cleef & Arpels — Client Experience Manager, Alexandra House in Hong Kong. Lead VIP clienteling and boutique service excellence for the maison.

Overview

Van Cleef & Arpels is a Parisian high jewellery and watchmaking maison renowned for artisanal craftsmanship, poetic design and exceptional client service. As part of the Richemont group, the brand combines an atelier-led approach to creativity with an international retail network that serves a discerning global clientele.

Role & Responsibilities

  • Lead and elevate the client experience at the Alexandra House boutique, ensuring service protocols reflect the maison’s standards of discretion, hospitality and luxury.
  • Develop and execute clienteling strategies to grow VIP relationships, maximize client retention and increase wallet share across jewellery and watch categories.
  • Manage boutique client services operations including appointment management, after-sales coordination, bespoke requests and concierge arrangements.
  • Coach, mentor and evaluate boutique client advisors to maintain consistent service excellence and commercial performance.
  • Collaborate with regional CRM, marketing and product teams to implement targeted campaigns, private events and personalized communications.
  • Monitor and analyze client data to identify growth opportunities, forecast demand and report on KPI performance to regional leadership.
  • Oversee in-store client events and trunk shows, coordinating logistics, guest lists and tailored experiences for top-tier clients.
  • Ensure compliance with brand visual standards, operational policies and regulatory requirements related to customer interactions and sales.

Qualifications

  • Proven managerial experience in luxury retail, jewellery or watches, with responsibility for client experience or clienteling.
  • Demonstrable track record of developing and growing VIP client relationships and achieving sales targets.
  • Strong leadership capability with experience training and coaching frontline teams in high-touch service environments.
  • Excellent interpersonal skills, discretion and cultural sensitivity dealing with high-net-worth clients.
  • Ability to analyze client data and translate insights into actionable commercial plans.
  • Fluent business-level communication in the language(s) required by the local market preferred (not specified in source).

Skills

Client relationship management Clienteling and VIP service strategies Luxury retail operations Team leadership and coaching Event planning for private client experiences CRM data analysis and reporting KPI-driven sales management Cross-functional collaboration (marketing, after-sales, regional teams)

Experience

Several years of progressive experience in luxury retail or high jewellery, including direct responsibility for client experience, clienteling initiatives and leading a boutique or client-facing team. A proven record of working with VIP clients and delivering measurable commercial outcomes is essential.

Education

Bachelor’s degree in business, hospitality, retail management or equivalent professional experience; formal luxury retail training is advantageous.

Culture

Van Cleef & Arpels fosters a culture defined by craftsmanship, refinement and client-centred service. The workplace emphasizes discretion, collaborative creativity and continual professional development within an international luxury-group environment.