Who are we?

A High Jewelry Maison with a strong heritage who promotes exceptional know-how in an enchanting and creative environment!

Our Maison is looking for talented individuals who contribute to developing and transmitting their expertise with care and no compromise.

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. 

Are you a good match?

You have held a Bachelor’s degree or above with minimum 3 years’ working experience on client service, and experience in luxury/watch industry is a plus. You have overall understanding of service processes. You have experience of client complaint handling and service process setup. You could work under pressure and have good teamwork spirit. You have good communication and interpersonal skills. You are familiar with MS office software, especially Excel and PPT. You have good command of written and spoken Chinese and English.

What are we expecting from you?

Reporting to Client Service Manager. You will support the execution of Care Service policies & guidelines & tools on Boutique level and provide day-to-day supports and training to dedicated area Boutique teams to achieve client satisfaction. In this function you will:

Service Offer & Performance

• Make sure the existing service offer is well assimilated and implemented by boutiques
• Facilitate the deployment in boutique of new services and tools developed by Inter, ensure boutiques adoption
• Liaison with all boutiques and manage their inquiries related to after-sales service to ensure a seamless service experience for our clients
• Ensure communication and coordination with Richemont CS in order to provide prompt, excellent customer service to our clients
• Support boutiques in daily operations Assume ownership of all CS tools, ensure teams in boutiques have perfect control of them, and build confidence
• Monitor and assist Retail and CRC to maintain a high level of service within Maison guideline
• Support to improve boutique CS KPI with guidance and training

Service Culture & Operational Excellence

• Ensure excellence in customer reception, efficiency and fluidity of after-sales service customer journeys and proper maintenance of areas dedicated to services
• Infuse the CS mindset in the retail population and follow up VOC results
• Be the local ambassador of the CS community and animate the topic locally
• Be the change ambassador in boutiques to deploy the CS roadmap

Area Support

• Provide Retail and CRC teams with daily operational support, including policy/process inquiries and technical guidance
• Expedite critical repairs and coordinate cross-market service requests
• Facilitate smooth operations in boutiques with tailored support and assistance for new openings or workshops
• Deliver comprehensive training on CS policies, operations, technical knowledge, and new guidelines

Tools and reports

• Support the optimization of CS processes and the implementation of global/local projects
• Ensure Retail and CRC teams fully understand and execute new processes and initiatives
• Generate accurate CS KPIs and operational reports on time to support decision-making

More than a role…. We recruit for a career!

By joining Van Cleef & 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 and creations.

The recruitment process

Send your application online.

If your profile matches our search, you will be contacted by our HR team for an interview.

Along the recruitment process you will meet HR, Client Service Manager, Associate Retail Excellence Director, and Retail Director.