Senior Manager, Jewelry Workshop Customer Service NY

Are you a good match?

The ideal candidate for this role is required to have a bachelor's degree, and a high level of emotional intelligence and accountability, complemented by a minimum of five years of team management experience and five years of working in a jewelry workshop. Proficiency in Microsoft Suite, particularly Excel and PowerPoint, at an intermediate level is essential, along with ERP experience in a jewelry workshop environment (SAP preferred). This candidate should also have experience with Power BI and demonstrate fluency in business writing, communication, and presentation skills, both verbal and textual. Additionally, a proven background in workshop STO and time management software is necessary, alongside the ability to manage a diverse team in a fast-paced environment. Strong problem-solving and critical reasoning skills are crucial. Proficiency in French is a plus.

What are we expecting from you?

Reporting to the Director of Jewelry Workshop, you will be responsible for managing the on-time delivery of Customer service TOS jewelry alterations and after-sales jewelry interventions. In-conjunction w / Workshop management, this role will oversee the performance of a diverse team of jewelers, polishers and setters in a fast-paced, high-volume workshop. This position directly supports the Van Cleef and Arpels Americas Workshop by promoting teamwork, accountability and operational efficiency, while ensuring delivery & quality KPI’s are met.

Our Workshop Team strives to maintain the Maison’s heritage of the finest Jewelry creations. We ensure that the aesthetics and craftsmanship of each creation meets the standards of the Maison’s rich history & tradition. In addition, our Workshop works diligently to manage the timely, and secure delivery of our creations.

In this role, you will :

• Manage a diverse team of technical experts, including the monitoring of development, productivity & performance
• Collaborate closely w / Senior Manager, Workshop Production and cross-functional teams to ensure timely delivery of high priority and escalated orders
• Manage the daily workflow and assignments of at-sale adjustments and jewelry interventions to maintain daily & monthly business objectives
• Develop, manage and report on CS staff & workshop KPI’s to identify areas of efficiency, need and process improvement
• Manage CS capacity objectives against monthly replenishment planning to allocate staff appropriately to meet delivery targets
• Monitor performance and productivity of CS, identifying gaps, to recommend relevant training to Workshop Technical Team
• Responsible for daily STO time management and reconciliation for CS at-sale jewelry adjustments and after-sales jewelry interventions
• Support workshop delivery of creations with systemic & physical movement of repair orders, spare parts, etc.
• Ensure staff compliance with all Richemont & Van Cleef & Arpels policies and procedures
• Administrative support of order delivery including the systemic & physical movement of jewelry orders, components & raw materials
• Ensure staff compliance with all Richemont & Van Cleef & Arpels policies and procedures

More than a role…we recruit for a career!

By joining Van Cleef and 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 trainings on our history, know-how and creations.

The recruitment process :

Please submit an application on-line. If your profile matches our search criteria, you will be contacted by the Talent Acquisition team for an interview. The recruitment process will consist of several interviews at various levels of the organization.

Applicants must have valid work authorization for employment in the USA. Salary will be negotiated based on skills and prior work experience.

Richemont offers a generous compensation and benefits package for eligible employees.

We Offer :

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and (k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

Expected Salary Range- $k - $k / yearly

This role is eligible for annual bonus.