Assistant Manager, Client Relations Center

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!

Role Overview

The Client Relations Center Assistant Manager is responsible for assisting the Sr. Manager in the overall management and enhancement of the CRC, with the main objectives of developing sales, growing the Ambassadors, and reaching a sustainable high quality of service.

As an Assistant Manager, one must be a true leader in the boutique, sharing VCA values with the teams and acting as a true Ambassador of the Maison.

The Assistant Manager is also responsible for developing the team to provide exceptional experiences for all clients while achieving or exceeding the sales goals.

Responsibilities

Guide and support the team in all aspects of CRC operations:

• Educate and inspire team with Maison knowledge. Elevate the CRC team through Monthly quality coaching sessions
• Partner with Leaders, CRC Trainer, as well as corporate partners to develop coaching plan for all staff members.
• Ensure growth and achievements towards Maison strategies, sales targets, KPI’s, and client experience best practices
• Perform administrative and HR tasks including scheduling, payroll, and overtime management best practices.

Elevate external client experience:

• Partner with Manager to develop and execute effective clienteling strategies
• Foster a culture and set the standard of celebrating memorable moments for our clients through all channels (phone, web, chat, email, social)
• Support team members to consistently achieve or exceed sales targets and KPI’s and proactively request resources when needed
• Identify clients for outreach and coach the team on how to keep these clients interested throughout the year
• Master a strong knowledge of the eboutique business and assess new opportunities in collaboration with Manager and team to develop and execute new ways of supporting our clients

Elevate internal client experience

• Lead and delegate projects to team as needed
• Ensure fluidity of operations and execution of all Maison policies and procedures within the Client Relations Center
• Exhibit strong communication and problem-solving skills by partnering effectively with teams, boutique network, and corporate departments

• Uphold the VCA standards with ability to project an approachable and professional image in personal appearance, manner, and demeanor

• Create a positive and productive environment by leveraging both personal and team savoir-faire both in person and via telephone

Qualifications

Education

• Bachelor’s degree preferred but not required, especially in Fashion, Retail, or related field

Required Experience

• 3+ years in people management, especially in luxury, retail, hospitality, or other fast paced customer-focused environments
• Substantial knowledge of Call center retail, eCommerce, Logistics business structure is a plus.
• Experience creating detailed reports and giving presentations to people of varied backgrounds and experience.

Technical Skills / Abilities

• Previous contact center or retail experience is a plus.
• Salesforce Service Cloud end user experience
• Knowledge of Microsoft Office 365 Product Suite (Word, Excel, PowerPoint, Outlook, SharePoint, Visio).
• Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task on a daily basis between those tools.
• Experience using SAP, Microsoft teams, Salesforce, or other comparable email and chat management tools a plusc

Personal Skills

• Client-Focused
  • An understanding of customer expectations, a service-oriented attitude, and an exceptional ability to resolve conflict.
  • Excellent verbal and written communication skills particularly in negotiation and conflict resolution areas.
  • Strong understanding of client service needs and priorities (internal and external)
• Business and Team Management
  • Must display a high level of maturity, poise, and finesse to work with Maison Management and other stakeholders within Richemont.
  • Experience in process transformation, including change and agility
  • Strong leadership skills and ability to develop and grow a team
  • Creativity in developing new ways to motivate and develop a team
  • Collaborative approach with ability to foster a united work environment with a “can do” attitude
• Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously and with precision.
• Entrepreneurial spirit demonstrated by ability to work effectively with limited supervision
• Intellectual curiosity and passion for learning

Currently, we are not sponsoring work visas. Applicants must have valid work authorization for employment is the USA.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

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 and development.

The recruitment process:

Please complete an application on the Richemont Career Site.

Selected candidates will be contacted by the HR team for an interview.

#Bloom with VCA

Expected Salary Range: $70K-$80K/Yearly

Salary will be negotiated based on relevant skills and experience.