Reference code: JR128579
Richemont gestisce alcune delle Maison di beni di lusso più importanti al mondo, in particolare nel settore della gioielleria, orologeria pregiata e accessori premium. Ogni Maison rappresenta l’orgoglio di una tradizione di stile, qualità e artigianato che Richemont cerca di preservare nell’identità e eredità di ognuna delle sue Maison. Allo stesso tempo, impegniamo le nostre forze nella creazione e nel design di prodotti innovativi che mantengano i valori delle nostre Maison, con un processo costantemente creativo.
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.
