Reference code: JR128579
Richemont, l’un des leaders mondiaux dans le secteur du luxe, possède différentes Maisons spécialisées dans la joaillerie, l’horlogerie et les accessoires haut de gamme. Chaque Maison incarne fièrement une tradition de style, de qualité et d’artisanat et Richemont s’efforce de préserver l’héritage et l’identité propres à chacune d’elle. Dans le même temps, nous nous engageons à innover et à concevoir de nouveaux produits en accord avec les valeurs de nos Maisons, à travers un processus de créativité permanente.
MISSION
The Client Relations Center (CRC) Manager Europe is a pivotal leadership role responsible for defining, leading, and executing the strategy for the European CRC.
Operating within a complex multi-Maison structure, this role drives service excellence, commercial performance, and continuous transformation — ensuring the CRC delivers a consistently outstanding client experience, while meeting the evolving needs of our Maisons and the Group's digital strategy.
The role oversees multi-Maison CRC teams as well as the Business Excellence team, and acts as the key liaison between CRC teams, Maison management, Group functions, and Group regional leadership, championing a client-centric approach and leveraging digital innovation, to achieve commercial targets and ensure operational excellence.
KEY RESPONSIBILITIES
Strategic Vision & Stakeholder Engagement
- Define and drive the regional CRC strategy, ensuring alignment with the Group's overarching digital strategy and Maison priorities.
- Define, monitor, and analyze key performance indicators (KPIs) and strategic targets for the CRC, ensuring alignment with business objectives.
- Build and own the annual action plan to deliver commercial and operational targets; monitor progress and adjust as needed.
- Regularly assess the regional business model against market and business trends; proactively recommend adjustments to senior management.
- Gather market insights, monitor competitive activity, and lead the identification and implementation of innovative ideas to strengthen Maison brand equity, develop European business, and gain market share.
- Support the CDTO in the budget and strategic planning process.
- Manage the regional digital P&L, analyze performance on a regular basis and report results to top management.
- Prepare and manage the annual budget review process with Maisons, creating forecasts and identifying resource priorities.
- Assess operational and business risks proactively; contribute to decision-making with senior management where required.
- Act as the primary CRC ambassador in our region, representing its vision and capabilities to senior management, Maisons, Functions and external partners, while fostering strong collaboration with our stakeholders.
- Ensure regular, structured communication with our stakeholders on commercial & operational strategy & actions.
Operational Excellence & Continuous Improvement
- Guarantee first-class service delivery across all CRC operations, in line with Maison and Group standards. Define, monitor, and report on operational KPIs; implement corrective action plans as needed.
- Manage operational volumes and staffing forecasts to address business seasonality and service level requirements.
- Lead the development and regular review of enhanced CRC analytics in collaboration with the Business Performance team.
- Identify and implement process improvements, new tools, and digital solutions to optimize client experience and operational efficiency.
- Assess operational synergies and activity alignment across the Business Excellence, E-commerce Operations, and L2 support teams.
- Ensure full documentation of all operational processes, procedures, and changes.
- Strengthen collaboration between Retail and Online channels and evaluate opportunities for CRC services expansion (e.g. clienteling actions).
- Lead the integration of AI into CRC activities for quality improvement, knowledge management, and case resolution.
- Ensure full compliance of all CRC operations and processes with Group procedures, trade regulations, and applicable laws.
- Ensure consistent application of Group and Maison processes within the scope of the role.
Team Leadership & Talent Development
- Build, lead, inspire and develop a high-performing team of Managers, Team Leaders, and Specialists, ensuring adequate staffing levels to meet quality and productivity targets.
- Cultivate a strong client-centric and sales-oriented culture within the CRC team, providing guidance, support, and motivation daily.
- Conduct regular performance evaluations and ensure effective action plans for team development
- Partner with HR for all aspects of talent management, including recruitment, performance, motivation, development, and training.
- Be responsible for internal succession planning and staff development, fostering a pipeline of talents for key positions.
PROFILE
- 7+ years of leadership experience in digital and/or CRC management, with a proven track record of translating business objectives into digital strategy. Experience in the luxury industry is a significant advantage.
- Client-focused with a strong commitment to excellence and a sales-oriented mindset.
- Strong analytical skills for data-driven decision-making and performance monitoring.
- Entrepreneurial spirit, proactive, and solutions oriented, with the ability to execute independently.
- Inspirational leader and genuine team player, capable of motivating employees and building strong teams.
- Demonstrated experience in stakeholder engagement and project management at an international level.
- Solid understanding of end-to-end business processes (e.g., order management, inventory, customer service).
- Digital acumen and interest in new technologies.
- Ability to manage ambiguity and change effectively.
- Bachelor or master’s degree in Digital, Business, Operations Management, or a related field.
- Fluent in English. Proficiency in French, Italian, Dutch, and/or German is a strong asset.
