Regional High Jewelry Client Experience Manager

Overview

Van Cleef & Arpels is a storied French maison renowned for artisanal high jewelry and watchmaking. As part of the Richemont group, the house combines heritage craftsmanship with a global retail network and a relentless focus on discreet, personalised client service for an international luxury clientele.

Role & Responsibilities

• Define and implement the regional client experience strategy for high jewelry, ensuring consistent delivery of Maison standards across boutiques and channel partners.
• Manage and grow relationships with VIP and high-net-worth clients through bespoke clienteling, personalised follow-up, and curated experiences.
• Design and execute exclusive client events, private viewings and trunk shows in collaboration with local boutiques, marketing and product teams.
• Partner with retail leadership to train and coach boutique teams on high-jewelry client engagement, sales protocols and after-sales care.
• Leverage client data to create targeted acquisition and retention initiatives, segment high-value clients and monitor KPIs tied to lifetime value.
• Coordinate with headquarters (product, communications, logistics) to ensure availability, delivery and confidentiality for bespoke orders and special requests.
• Oversee regional budgets, event spend and third-party vendor relationships while maintaining brand standards and compliance with client privacy policies.
• Act as escalation point for complex client issues, ensuring rapid resolution and preservation of long-term client relationships.

Qualifications

• Proven experience managing client relationships in the luxury sector, ideally within high jewelry or haute joaillerie.
• Demonstrable track record of organising VIP events and bespoke client experiences across a multi-market region.
• Strong leadership and coaching ability with experience influencing boutique teams and cross-functional stakeholders.
• Excellent commercial acumen and ability to use client data to drive retention and revenue performance.
• High degree of cultural sensitivity, discretion and professionalism in dealings with high-net-worth individuals.

Skills

Experience

Typically requires five or more years of progressively responsible experience in luxury retail or client services, with substantial exposure to high-jewelry, fine jewelry or related luxury categories and regional remit managing cross-market initiatives.

Education

Bachelor’s degree in business, hospitality, luxury management or a related field preferred; advanced studies in luxury management or client experience are advantageous.

Culture

Van Cleef & Arpels cultivates an atelier-like culture that prizes artistry, meticulous attention to detail and refined client service. The workplace emphasises discretion, deep product expertise and collaboration between boutiques and headquarters to craft memorable, personalised client experiences.