Reference code: JR129158
Richemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.
Key Responsibilities:
- Data Collection & Analysis:
- Collect, organize, and analyze various customer service data points.
- Identify trends, patterns, and root causes of customer issues or inefficiencies within service operations.
- Assist in the development and maintenance of dashboards and reports to visualize key performance indicators (KPIs) related to customer satisfaction, service quality, and operational efficiency.
- Prepare regular insights and performance reports for management, highlighting areas for improvement and success stories.
- Continuous Improvement Initiatives:
- Support the mapping and documentation of current customer service processes and workflows.
- Propose and evaluate potential improvements to existing tools, systems, and customer interaction protocols based on data-driven insights and best practices.
- Participate in projects focused on implementing new processes, technologies, or training programs designed to enhance customer service effectiveness and efficiency.
- Cross-functional Collaboration:
- Work closely with various internal teams (e.g., Logistics, IT, Sales, Operations) to ensure a seamless customer experience and resolve cross-departmental issues impacting customer service.
Required Skills & Qualifications:
- Currently pursuing or recently completed a Bachelor's or Master's degree in Business Administration, Data Science, Statistics, or a related analytical field.
- Strong analytical and problem-solving skills with the ability to interpret complex data and translate it into clear, actionable recommendations.
- Proficiency in Microsoft Excel (advanced functions, pivot tables) is essential. Familiarity with data visualization tools (e.g., Tableau, Power BI) or statistical software is a plus.
- Excellent communication skills, both written and verbal, with the ability to present findings clearly and concisely.
- Fluency in English or French is required.
- Proactive, detail-oriented, and highly organized, with a strong sense of ownership.
- Ability to work effectively both independently and as part of a collaborative team in a dynamic, fast-paced environment.
- A genuine interest in customer experience, service excellence, and continuous improvement methodologies.
What We Offer:
- An exciting opportunity to gain hands-on experience within a leading global luxury group.
- Exposure to diverse customer service operations and strategic improvement projects.
- Mentorship and professional development opportunities within a supportive team.
- A dynamic, international, and inspiring working environment.
