Director, Client Relations Center

Director, Client Relations Center The ideal candidate will have 10+ years of professional experience in luxury retail, clienteling, or client services, and 5+ years leading managers and large teams, with a proven track record of developing leaders; Bachelor's degree required; Master's degree or MBA preferred. You will have demonstrated success driving sales and client KPIs in a contact center, distance sales, or omnichannel environment. You will have a deep understanding of luxury client expectations and relationship-driven selling; jewelry or watch experience is a plus. You will able to inspire a team, set direction, hold a high standard, and have honest conversations; experience leading change, including the introduction of new tools, processes, or ways of working. The ideal candidate will have a strategic mindset: Must have the ability to connect day-to-day CRC activity to broader business strategy and deliver meaningful outcomes, and will be comfortable using data and KPIs to make decisions and manage performance. Spanish and/or Portuguese is a plus; ability to travel as needed. Reporting to the AVP of Online Retail, the Director owns the vision, performance, and culture of the CRC, leading a team of managers and client advisors to deliver exceptional service and sustainable growth. This is not a traditional contact center role. The CRC is where the Maison meets its clients at a distance, and it is a strategic growth engine for our Online Retail business. If you are a leader who builds other leaders, sets a high standard and brings people with you, and sees every client conversation as the start of a relationship, we want to talk to you. In this role, you will be responsible for the following: • Set the vision and multi-year roadmap for the CRC as a strategic growth engine within Online Retail • Own CRC commercial performance, including sales, conversion, and client retention, with accountability for targets and budget • Lead, coach, and develop a team of managers, building a strong leadership bench and clear succession • Build a culture of ownership, collaboration, and accountability in which managers work as one team and advisors feel valued • Set clear expectations and performance standards, give direct and timely feedback, and address gaps with care and rigor • Elevate distance clienteling, developing advisors into trusted ambassadors of the Maison who build lasting client relationships • Define and uphold service standards so that every interaction reflects the excellence and warmth of Van Cleef & Arpels • Lead CRC execution of product launches and key Maison moments, including client prioritization and stock allocation, in partnership with Online Retail Operations • Guide the team through escalated and sensitive client situations with sound judgment, protecting both the client relationship and the Maison • Strengthen the partnership between the CRC and boutiques to deliver a seamless omnichannel client journey • Partner with Digital Analytics & Insights to monitor sales, service, and quality KPIs and turn insight into action • Drive operational excellence across workforce planning, scheduling, quality assurance, and process improvement • Champion new tools and ways of working, including OMS, CRM, and AI-enabled capabilities, and lead the team through change • Own the recruitment, onboarding, and training strategy for the CRC, building continuous learning in product knowledge, storytelling, and client engagement • Represent the CRC with senior leadership, presenting results, risks, and recommendations with confidence and clarity • Collaborate with Van Cleef & Arpels HQ and Richemont partners to share best practices and ensure alignment with Maison policies and procedures • Support the Maison's growth across the Americas, adapting the CRC model to the needs of each market Richemont offers a generous compensation and benefits package for eligible employees.