Reference Code:  95948

[Van Cleef & Arpels] CRC Manager

Seoul, 11, KR



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.

Van Cleef & Arpels

CRC Manager


Within the context of a new CRC strategy and growing business, the CRC Manager ensures the management of the e-boutique, to deliver the highest quality of client service whilst remaining focused on engagement and conversion opportunities across our online and physical network. While managing the ongoing business performances, (s)he oversees / monitors the integration of the teams and CRC interests within the global retail network framework.





1. Run the business model for the CRC and support the CRC teams


Work hand in hand with Region, Web managers and physical boutique managers to implement the Maison Online Retail / boutique vision
Gather a perfect understanding of the local client behaviors and delighters
Support the Maison Online Retail vision whilst raising local CRC specificities for a tailored implementation
Manage day to day technical, design and business needs and escalate evolution needs to relevant teams 
Effectively work with local internal partners with agility and collaboration : multiple functional areas such as Marketing, CRM, Retail, CS, Training, Finance, Boutique managers,… to deliver a relevant and inspirational client experience in line with Inter guidelines
Accompany the deployment of new CRC projects and improvements along with the eBusiness operation teams to improve customer satisfaction, business impact and efficiency
Monitor & guarantee quality KPIs & “CREWs” systems expertise


2. Grow the CRC performances


Align with Region on action plans & sales objectives for the CRC
Responsible for CRC sales, service and quality KPIs targets locally
Track and understand all details of business performance globally (business KPIs and detailed CRC metrics) – provide reporting & insights
Challenge weekly / monthly performances and propose action plans that will help reaching objectives
Be able to influence multiple stakeholders without direct authority in order to coordinate a better commercial performance at each level of the operational value chain (e.g. Finance for refunds, logistics, web for bugs..)


 3. Manage the CRC boutique within a global retail network framework


Manage VCA dedicated Team Leaders and Ambassadors to ensure excellent client experience to drive sales and customer satisfaction
Contribute to promoting omnichannel culture within CRC & local teams to strengthen bond between online and offline experience for clients
In coord. with Training, oversee / make sure our ambassadors are well trained on Maison process, creations, platforms, in coordination with Training & other departments.
Make sure our ambassadors are aware of relevant Maison Marketing and Communication initiatives (campaigns, events...)
When relevant, be the key coordination contact point with our external service provider, to ensure their services and protocols are in line with contractual agreement with the Richemont Group and meet client expectations in the region
Lead the VCA recruitment & talent retention in the CRC together with the Group or external provider





Minimum 7-8 years of relevant experience in client relation/contact centre/client service or retail management/operation in luxury or retail, high-end hospitality
University degree
Clear understanding of the digital/offline path to purchase
Strong business process understanding (client information management, order processing, client support, etc.)
Problem-solver, service and result oriented, organized, proactive and team player
Constant “can-do” attitude.
Excellent communication skill in Korean and good English skill as a plus