Are you a good match?
You have proven experience in project management and customer service, coupled with client-centric mindset, strong logical thinking and problem-solving skills. You are able to work independently while also having good interpersonal and communication skills. You master in English, and Chinese/Korean/French is a plus.
What are we expecting from you?
Reporting to the Regional Client Service Manager and collaborate with Maison headquarter, market counterparts, and Group CS teams. In this function you will be responsible for:
Contribute to delivering an excellent client service journey
- Drive the Service Culture project by diffusing information dissemination and ensuring adoption in boutiques, understanding client needs through various channels, like but not limited to Care Advisor and Barometer, and challenging the status quo to elevate the client CS experience in boutiques and online
- Evaluate new ideas and align with HQ on priorities, and collaborate with other teams (e-business, retail, training, etc.) to establish rapport and identify opportunities for enhancements, ensuring a seamless CS experience aligned with business needs.
Support the design, testing, execution, and follow up of CS projects
- By contributing to the design and testing phases of projects to ensure market needs and specificities are escalated, tracking performance KPIs to follow up on roll-out and adoption, and defining and carrying out feedback routines after each project for continuous enhancement and learning.
- Act as a regional owner of HQ projects, collaborate with key stakeholders and partners to ensure good communication and smooth execution in order to coordinate with and support markets on roll-out and adoption, and work closely with Regional CS teammates and markets to propose new project ideas as needed to optimize operations.
Training and Transmission
- Ensure the adoption of HQ CS training programs by collaborating with HQ and markets on training content that covers retail and creation/quality topics, and identifying training needs and organizing trainings for retail populations.
Quality & Group CS Liaison
- Lead discussions and follow up on quality issues. Proactively manage communication with markets and Group CS to address quality concerns.
- Ensure stock preservation and provide expertise. Collaborate with stakeholders to maintain sellable stock conditions and serve as a key contact for the Maison quality charter and related tools.
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 training 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 the Talent Acquisition Manager, Human Resources Business Partner, Regional Client Service Manager and Regional Retail Director Asia Pacific.
