Manager, Client Relations Center- Nevada

Van Cleef & Arpels - Las Vegas, NV

Full-time - Mid Level

Las Vegas, NV

Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

The Manager, Client Relations role at Van Cleef & Arpels is designed for an experienced leader who will oversee the Client Relations Center (CRC) operations. The primary focus is on enhancing client experiences, developing sales strategies, and fostering team growth within a luxury retail environment. The role requires a blend of management skills, customer service expertise, and the ability to drive performance through effective coaching and collaboration with various stakeholders.

Responsibilities

• Guide and support the team in all aspects of CRC operations.
• Educate and inspire teams with Maison knowledge through monthly quality coaching sessions.
• Monitor call, email, and chat interactions within Salesforce and Vonage, coaching the team to align communication with Maison standards.
• Partner with Leaders and CRC Trainer to develop coaching plans for all team members.
• Ensure growth and achievements towards Maison strategies, sales targets, KPIs, and client experience best practices.
• Perform operational and HR tasks including scheduling, payroll, and overtime management.
• Elevate external client experience and partner with internal stakeholders to resolve escalated client matters.
• Communicate relevant information proactively, including internal updates and brand policies.
• Foster a culture of celebrating memorable moments for clients across all channels.
• Develop and execute effective clienteling strategies to maintain client interest throughout the year.
• Master knowledge of the e-boutique business and assess new opportunities for client support.
• Lead and delegate projects to promote ongoing learning and development within the team.
• Support the execution of all Maison policies and procedures within the Client Relations Center.
• Exhibit strong communication and problem-solving skills using digital tools and effective partnerships with teams and departments.
• Uphold VCA standards, projecting a professional image in personal appearance and demeanor.
• Create a positive and productive environment leveraging personal and team savoir-faire.

Requirements

• 3+ years in people management, especially in luxury, retail, hospitality, or fast-paced customer-focused environments.
• Substantial knowledge of call center retail, eCommerce, and logistics business structure is a plus.
• Experience creating detailed reports and giving presentations to diverse audiences.
• Previous contact center experience is a plus.
• End user experience with Vonage and Salesforce Service Cloud.
• Knowledge of Microsoft Office 365 Product Suite (Word, Excel, PowerPoint, Outlook, SharePoint, Visio).
• Fluent in English and Spanish or Portuguese.
• Strong understanding of client service needs and priorities (internal and external).
• Experience in process transformation, including change and agility.
• Strong leadership skills and ability to develop and grow a team.

Nice-to-haves

• Experience using SAP, Microsoft Teams, Salesforce, or other comparable email and chat management tools.
• Creativity in developing new ways to motivate and develop a team.
• Entrepreneurial spirit demonstrated by the ability to work effectively with limited supervision.
• Intellectual curiosity and passion for learning in a fast-paced environment.

Benefits

• Generous compensation package including annual bonus eligibility.
• Career development opportunities with training on history, know-how, and creations of the Maison.