Reference code: JR135088
我们是谁？
作为传承悠久历史的高级珠宝世家，梵克雅宝崇尚在充满魅力和创意的环境中追求卓越的专业技术；
世家正在广募英才，寻觅勤勉认真、毫不妥协，专注于提升和传播专业知识的优秀人才；
在梵克雅宝世家，您将与满怀激情的行业专家们共事合作，助力世家不断革新；
梵克雅宝以支持多元文化背景为荣，聘请不同背景、经历和身份的优质人才。
世家坚信，当我们充分接纳并支持各类不同的经历与背景时，创意与知识便能自由绽放与翱翔。我们将一如既往，竭力打造一个和谐互补的世家团队。
Are you a good match?
The ideal candidate will have 10+ years of professional experience in luxury retail, clienteling, or client services, and 5+ years leading managers and large teams, with a proven track record of developing leaders; Bachelor's degree required; Master's degree or MBA preferred. You will have demonstrated success driving sales and client KPIs in a contact center, distance sales, or omnichannel environment. You will have a deep understanding of luxury client expectations and relationship-driven selling; jewelry or watch experience is a plus. You will able to inspire a team, set direction, hold a high standard, and have honest conversations; experience leading change, including the introduction of new tools, processes, or ways of working. The ideal candidate will have a strategic mindset: Must have the ability to connect day-to-day CRC activity to broader business strategy and deliver meaningful outcomes, and will be comfortable using data and KPIs to make decisions and manage performance. Spanish and/or Portuguese is a plus; ability to travel as needed.
What are we expecting from you?
Reporting to the AVP of Online Retail, the Director owns the vision, performance, and culture of the CRC, leading a team of managers and client advisors to deliver exceptional service and sustainable growth. This is not a traditional contact center role. The CRC is where the Maison meets its clients at a distance, and it is a strategic growth engine for our Online Retail business. If you are a leader who builds other leaders, sets a high standard and brings people with you, and sees every client conversation as the start of a relationship, we want to talk to you.
In this role, you will be responsible for the following:
• Set the vision and multi-year roadmap for the CRC as a strategic growth engine within Online Retail
• Own CRC commercial performance, including sales, conversion, and client retention, with accountability for targets and budget
• Lead, coach, and develop a team of managers, building a strong leadership bench and clear succession
• Build a culture of ownership, collaboration, and accountability in which managers work as one team and advisors feel valued
• Set clear expectations and performance standards, give direct and timely feedback, and address gaps with care and rigor
• Elevate distance clienteling, developing advisors into trusted ambassadors of the Maison who build lasting client relationships
• Define and uphold service standards so that every interaction reflects the excellence and warmth of Van Cleef & Arpels
• Lead CRC execution of product launches and key Maison moments, including client prioritization and stock allocation, in partnership with Online Retail Operations
• Guide the team through escalated and sensitive client situations with sound judgment, protecting both the client relationship and the Maison
• Strengthen the partnership between the CRC and boutiques to deliver a seamless omnichannel client journey
• Partner with Digital Analytics & Insights to monitor sales, service, and quality KPIs and turn insight into action
• Drive operational excellence across workforce planning, scheduling, quality assurance, and process improvement
• Champion new tools and ways of working, including OMS, CRM, and AI-enabled capabilities, and lead the team through change
• Own the recruitment, onboarding, and training strategy for the CRC, building continuous learning in product knowledge, storytelling, and client engagement
• Represent the CRC with senior leadership, presenting results, risks, and recommendations with confidence and clarity
• Collaborate with Van Cleef & Arpels HQ and Richemont partners to share best practices and ensure alignment with Maison policies and procedures
• Support the Maison's growth across the Americas, adapting the CRC model to the needs of each market
More than a role…we recruit for a career!
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 and creations.
The recruitment process:
Please submit an application on-line. If your profile matches our search criteria, you will be contacted by the Talent Acquisition team for an interview. The recruitment process will consist of several interviews at various levels of the organization. Applicants must have valid work authorization for employment in the USA.
Richemont offers a generous compensation and benefits package for eligible employees.
