Reference Code:  47661

Senior Manager, Customer Service Experience

New York, NY, US



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 North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.


Are You a Good Match?

Do you have a passion for High Jewelry, Art & Culture?

Do you have experience with luxury products in your past?

Do you have strong attention to detail and thrive in a fast-paced environment?

If so, we’d love to get to know you!


What are our expectations?

The Senior Manager, Customer Service Experience is ensuring a high, consistent level of customer service and client care throughout the Americas region by supporting commercial and HQ teams, by assuring excellence in care repair service through monitoring of the process and launching new initiatives. The position is in our New York office and the Senior Manager reports to the Director of Supply Chain and Customer Care.



The role ensures the comprehension of Care Service policies & guidelines and promotes adherence thereto, by monitoring all repair activities, working to create action plans for improvement, and assisting with the resolution of sensitive client situations as necessary. The Senior Manager will manage Client Care dashboards, analytics and reporting for the department.


The Senior Manager will oversee one Manager, Customer Care and be responsible for all new and ongoing Customer Care projects, from concept to rollout, in coordination with Boutique teams and Headquarters.


The role interacts and collaborates with all boutiques, internal, external and the customer call center and manages their inquiries relating to after-sales repair service to ensure a seamless client experience. The role will also insure communication and coordination between Van Cleef & Arpels jewelry workshop, Richemont Technical Center, and external vendors/subcontractors in order to provide prompt, excellent customer care to our clients and colleagues.


The Senior Manager, Customer Service Experience will be responsible to elevate Customer Care in the Americas, improve its knowledge within our teams and augment its importance in the market, and in general.



  • Bachelor’s degree
  • Minimum 8 years’ experience in a customer service role, preferably relating to watches and jewelry
  • Previous experience in project management
  • Previous experience with luxury consumer products is desired
  • Previous knowledge of SAP is required
  • Excellent organizational, communication, and computer skills especially in Microsoft Excel
  • Strong aptitude to work with figures
  • Fluency in French is a plus.
  • Excellent interpersonal skills with a service-oriented attitude
  • Creative self-starter with the ability to introduce new and interesting ideas and innovation


More than a job…it’s an experience!

If you are interested in joining the influential growth of the Maison with care, no compromise, and the drive to succeed then do not hesitate to enter the creative universe of Van Cleef & Arpels.  By joining the Maison, you will be part of a nurturing team focused on delivering excellence.


The recruitment process:

Please complete an applicaton on the Richemont Career Site.

Interested candidates must have valid work authorization for the US.  Visa sponsorship for this position is not available.