Client Services Project Manager Europe-CIS

About the role

Who are we? 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. Are you a good match? You have solid retail & business acumen, paired with a strong service culture & client satisfaction mindset. You have confirmed experience in project management, which enables you to ensure structured project executions whilst also guaranteeing to deliver on time and with high quality standards. You show initiative, ownership and commitment in your daily responsibilities. You possess very good communication, influencing & training skills which are strong assets to navigate the organization and to collaborate efficiently across transversal topics & teams. You are fluent in English (oral and written). What are we expecting from you? The Client Services Project Manager Europe-CIS reports directly to the Retail Excellence Director Europe-CIS . He/she operates at the intersection of project management, service culture and operational CS coordination. The role serves as the primary regional interface between boutiques, Richemont service platforms and Maison's International Client Services teams. Beyond project and operational execution, the Client Services Project Manager is an ambassador of Maison's service culture - embodying its values, promoting a client-first mindset across the regional retail population, and ensuring that every initiative, tool, and interaction translates into measurable client satisfaction. The role bridges the operational and the human dimensions of service excellence. Your main responsibilities will include: CS Project Management & Service Offer Development Own the regional CS project agenda with client satisfaction as key priority - from adapting the international roadmap to regional priorities, to contributing to new tools and journeys that meaningfully elevate the Maison's service experience. Adapt the CS roadmap to regional priorities ensuring consistent and meaningful adoption; identify improvement opportunities, escalate new needs to the International CS team, contribute to the development of new tools and coordinate rollout. Lead the deployment of service culture initiatives beyond process compliance to foster a client-first mindset. Drive client-centric transformation projects to support regional growth, including the expansion of distant services and the co-building of relevant 1-1 / 1-to-many CS campaigns. Support network evolutions including boutique openings, embedding CS culture and standards within teams. Regional & Market CS Coordination and Culture Activation Serve as the regional services referent and culture ambassador - ensuring operational continuity while building the service mindset and capability. Serve as the regional services referent for boutique and Richemont platform support; providing expert guidance on complex situations, ensuring service continuity and timely information flow aligned with Maison's standards. In coordination with the Regional Operation CS manager, ensure active liaison with repair workshops and Richemont platforms; challenge service quality not only on technical grounds but against the satisfaction standards the Maison stands for. Embody and promote Maison's service culture within boutiques; train teams on CS tools and processes, by building operational confidence and a deep understanding of each touchpoint's impact on client satisfaction. Satisfaction Monitoring, Community Animation & Regional Representation Drive a continuous improvement culture by turning performance data into actionable insight, animating a community of service promoters and representing the region's voice and ambitions internationally. Monitor regional CS performance and satisfaction indicators; track barometer results, identify gaps and define structured action plans. Animate the CS community as spaces for shared learning and service culture reinforcement; represent the region within the Maison's CS community and cascade global best practices. Reinforce the strategic positioning of the Client Services function as a driver of client loyalty and brand desirability. 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 into our enchanting world with trainings on our history, our know-how and our creations. The recruitment proce