Team Lead, Client Relations Center

Overview

Van Cleef & Arpels is a haute joaillerie and watchmaking maison renowned for artisanal craftsmanship and poetic design. As part of the Richemont group, the house combines heritage savoir-faire with an international retail and client-service network, delivering refined customer experiences across boutiques and service centres.

Role & Responsibilities

• Lead and coach a team of client relations specialists in the Dallas-area contact centre, ensuring consistent delivery of brand-standard client service.
• Manage daily operations including scheduling, workload allocation, and service-level adherence to KPIs (response time, resolution rate, CSAT).
• Handle complex client escalations and coordinate with boutiques, ateliers, and after-sales teams to achieve timely resolution.
• Implement and maintain quality assurance processes, call monitoring, and regular performance reviews to drive continuous improvement.
• Produce operational reports and insights for senior management; recommend process improvements to elevate client experience.
• Deliver onboarding and ongoing training on product knowledge, CRM usage, and luxury service protocols; foster a client-centric team culture.

Qualifications

• Proven leadership experience within a client contact centre or luxury retail environment; demonstrable people-management skills.
• Strong client-service orientation with a track record of resolving escalations diplomatically and effectively.
• Experience working with cross-functional teams (retail, after-sales, logistics) to coordinate client solutions.
• Excellent verbal and written communication skills; professional telephone and digital communication etiquette.
• Ability to analyse performance metrics and translate insights into actionable coaching and operational changes.
• Flexibility to work varied shifts, including evenings and weekends, as required by client-service operations.

Skills

Experience

Approximately 3+ years in client service or contact-centre roles, preferably within luxury retail or high-end services, including at least 1 year in a supervisory or team-lead capacity.

Education

Bachelor’s degree preferred; equivalent professional experience in luxury retail, client services, or contact-centre management accepted.

Culture

The maison values meticulous craftsmanship, discretion and an elevated client experience. Teams operate with high standards of professionalism and collaboration, combining Parisian heritage with a global luxury retail mindset.