Client Relations Manager
Van Cleef & Arpels seeks a Client Relations Manager in Seoul to lead the CRC, drive CRM strategy and manage VIP clienteling.
Overview
Van Cleef & Arpels is an iconic haute-jewelry and watchmaking maison recognized for artisanal craft, poetic design and high‑touch client service. The brand operates globally within the luxury maisons ecosystem and is part of the Richemont group, offering employees a culture that balances heritage craftsmanship with an international retail and clienteling network.
Role & Responsibilities
- Lead the Client Relations Centre (CRC) operations in Seoul, ensuring seamless omnichannel service across phone, email, social and in‑store referrals.
- Define and execute CRM strategy and clienteling programs to grow loyalty, retention and high‑value client engagement.
- Manage, coach and develop a small CRC team; set performance objectives, conduct regular reviews and deliver training on brand experience and service standards.
- Act as primary liaison between boutiques, regional sales leadership and global CRM teams to coordinate VIP outreach, events and follow‑up.
- Monitor and analyse CRM KPIs and client segmentation data to identify sales opportunities and inform marketing initiatives.
- Resolve escalated client complaints and complex service issues with diplomacy and brand‑appropriate discretion.
- Supervise CRM data quality, client record hygiene and compliance with privacy regulations.
- Prepare regular reports and presentations for regional management on client activity, pipeline and program effectiveness.
Qualifications
- Proven managerial experience in CRM, client relations or clienteling within luxury retail or haute‑joaillerie.
- Demonstrable track record of developing and executing CRM or loyalty programs that drive repeat business and VIP conversion.
- Strong leadership and people development skills with experience coaching front‑facing teams.
- Excellent interpersonal skills, discretion and a service‑oriented mindset suited to high‑net‑worth clients.
- Experience working with cross‑functional stakeholders (boutiques, marketing, operations) in a matrix organisation.
- Fluency in Korean and professional proficiency in English preferred.
Skills
Experience
Typically 5+ years in luxury retail, CRM or client relations roles with at least 2 years in a supervisory or managerial capacity; prior exposure to VIP client programmes and regional boutique operations strongly preferred.
Education
Bachelor's degree in Business, Marketing, Hospitality or a related field — or equivalent professional experience.
Culture
The maison cultivates an environment that privileges artisanal excellence, refined client service and creative sensitivity. Employees are expected to uphold meticulous standards while collaborating across an international network of boutiques and corporate teams, with a strong emphasis on client discretion and long‑term relationship building.