Client Experience Manager, Alexandra House
About The Position
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, we are proud to hire talents from many different backgrounds and experiences. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. Reporting to the Maison Director of Alexandra House, you will support the Maison’s overall performance by ensuring client satisfaction is upheld to the highest standards and leads the Client Experience team in boutique.
Requirements
- You possess a university degree and bring a minimum of 7-8 years of experience in the luxury retail or hospitality industry, demonstrating proven expertise in client hosting, event curation, and VIP handling.
- You have an entrepreneurial mindset, strong proactivity, and creativity, paired with exceptional organization and attention to detail.
- You also excel in communication and interpersonal skills, mastering English, Cantonese, and Mandarin.
Responsibilities
- Deliver personalized high-level services and recommendations, including art and cultural experiences, private aviation, restaurant reservations, entertainment, and floral orders
- Curate and organize exceptional in-boutique and external client experiences (e.g., private viewings, high tea, dinners, HJ overseas and local events) in partnership with the Maison Director and Client Development team
- Develop and implement a strategic yearly client experience plan, covering overseas events, in-boutique activations, and gifting, aligned with business priorities
- Oversee event logistics, operations, and on-site execution to ensure a seamless and refined client journey
- Act as a key stakeholder in rolling out new hospitality tools, ensuring alignment with the Maison’s vision
- Plan and monitor dedicated budgets for client treatments and gifting throughout the year
- Analyse quantitative and qualitative results post-activation to measure impact and identify improvements
- Support boutique client base development, recruiting and upgrading High Jewelry clients while building other segments through profiling, targeting, and tailored journeys
- Promote strategic clienteling and coach the sales team on related best practices
- Build and maintain strategic partnerships and supplier relationships to enrich client experiences and support High Jewelry recruitment
- Maintain daily communication with Mall VIP teams, acting as the bridge between the boutique and landlord for prospect enquiries and acquisition
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What This Job Offers
Job Type
Full-time
Career Level
Manager
