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About the Role
The Manager, Client Services, is responsible for all jewelry and timepiece repair activities. This pivotal role requires exceptional communication skills and dedication to ensuring an exceptional client experience. The client services team serves as a vital liaison to guarantee the impeccable, timely, and qualitative delivery of every client repair while upholding our commitment to excellence.
Responsibilities
- Acts as the primary liaison between boutique teams, workshops, and headquarters regarding the flow of repairs and adjustments
- Reviews and escalates potential issues and client complaints, mobilizing team, partners, and HQ to ensure quick resolution
- Coaches in the process of problem solving and de-escalation using emotional intelligence and learned techniques
- Onboards and develops their teams' understanding of policy & procedure
- Instills the CS mindset needed to drive a consistently excellent client experience
- Leads meetings with WS and HQ to ensure strategic alignment on the interpretation and execution of policies and propose changes via feedback from the team and boutiques
- Owns and refines the CS Retail Training path by independently facilitating the CS Training, from New Store openings, onboarding new boutique directors, Unveiled, LBP Intermezzo and CS University
- Implements and executes all CS reporting, analyzing the data for areas of operational efficiencies and improvement opportunities
- Strategic responsibility for the teams' projects, both local and from HQ, to prioritize and delegate as needed
Requirements
- Minimum three years’ experience in a client-facing role, preferably customer service for repairs for fine jewelry and timepieces
- Excellent interpersonal skills with a service-oriented attitude
- Exceptional communication and organizational skills
- Strong knowledge of Microsoft Office software, especially Excel and PowerPoint
- Valid work authorization for employment in the USA
Skills
- SAP knowledge is a plus
- Previous experience with luxury consumer products is desired
- Emotional intelligence
- Problem-solving
- De-escalation techniques
Location
- New York City
Work Type
- Full-time
Experience Level
- Minimum three years’ experience
Education Level
- Bachelors Degree
Salary/Compensations
- $90,000 - $100,000 (Annual)
Benefits
- Medical, dental, and vision programs
- Health savings and flexible spending accounts
- Life insurance
- Disability benefits
- 401(k) with employer match
- Paid time off
- Wellness reimbursement benefit
- Employee assistance program
- Volunteer days off
About the Company
- A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment.
- At Van Cleef & Arpels you will be surrounded by passionate experts and will contribute to many new projects which allows our Maison to regularly reinvent itself.
- At Van Cleef & Arpels, we are proud to hire talents from many different backgrounds and experiences.
- We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence.
- By joining Van Cleef and Arpels, you will be part of a Maison where employee career development is at the heart of our ambition.
- Upon your arrival, you will be immersed in our enchanting world with trainings on our history, know-how as well as trainings about our creations.
Equal Opportunity
- Richemont offers a generous compensation and benefits package for eligible employees.
- This role is bonus eligible