Reference code: JR134594
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.
1. Role Mission
The E-Commerce Application Specialist provides local operational support for E-Commerce and related Business-to-Business (B2B) applications within the Business Foundations team. The role connects Business Key Users, Regional Teams and Global IT Teams to drive daily incident resolution, release support, test coordination and continuous improvement. The role makes operational issues visible and contributes to stable digital service delivery through recurrence prevention and improved service quality.
2. Role in the D&T Operating Model
- Providing stable E-Commerce service operations and business support.
- Supporting the local deployment, validation and adoption of releases and improvements delivered by Regional and Global teams.
- The role does not own demand management or solution design. It channels business issues and operational improvement needs to the appropriate accountable teams.
3. Key Outcomes & Accountabilities
1. Deliver Daily Local Support
· Manage incidents, service requests and operational issues across the E-Commerce and B2B domains.
· Work with Key Users and the Global Support Team to resolve, track and report issues.
· Monitor compliance with Service Level Agreements (SLAs) and provide regular operational reports.
· Perform Root Cause Analysis and drive actions to prevent recurring issues.
2. Support Releases and Testing
· Act as the local point of contact for scheduled and urgent releases of SAP and related systems.
· Support Key User test planning, execution and result review.
· Coordinate non-regression testing to minimise business-impact risk.
· Maintain procedures, operational manuals and support documentation.
3. Coordinate Between Local Business and Global Teams
· Continuously follow up the progress of incident resolution and releases.
· Help the Local Business communicate requirements and issues effectively to Global Teams.
· Recommend issue priorities based on business impact and facilitate timely resolution.
· Facilitate effective communication with Regional and Global teams.
4. Support E-Commerce Projects
· Perform and coordinate System Integration Testing (SIT).
· Coordinate Key User testing.
· Identify and structure technical issues and work with HQ IT to drive resolution.
· Coordinate testing and release activities with members of other domains.
5. Maintain Local Digital Solutions
· Provide operational support for locally developed digital solutions.
· Drive small-scale improvement initiatives and business-efficiency measures.
· Maintain the documentation and knowledge required for support and operations.
4. Scope, Boundaries & Decision Rights
Owns
· L2 support for the E-Commerce domain
· Incident management and operational quality improvement
· Local test coordination and user support
· Maintenance of operational documentation
Contributes to
· Deployment of Regional and Global releases
· E-Commerce improvement initiatives
· Business process improvement activities
· Operations of local digital solutions
Does not own
· System architecture
· Global product roadmaps
· Final decisions on development priorities
· Budget management
· Vendor contract management
Decides
· The sequence of daily operational responses within delegated authority
· Detailed test execution plans
· The working approach for operational improvement activities
Recommends
· System improvements
· Operational quality and SLA improvement measures
· Approaches for resolving technical issues
· Issue priorities based on business impact
Approves
· Test deliverables and operational documentation within delegated authority
Escalates
· Major incidents
· High-impact business risks
· Change requests outside delegated authority
· Issues requiring action by Global Teams or higher-level decisions
5. Stakeholder Ecosystem
Business / Maisons
· E-Commerce Key Users
· Business Process Owners
· Customer Service
· Commercial Teams
Regional / Global
· Global IT Support Team
· Product Owners
· SAP Application Teams
· Release Management Teams
Local D&T
· Business Foundations Team
· Infrastructure & Operations
· Business Solutions
· Data & Integration Teams
Vendors / Partners
· External Vendors
· System Integrators
6. Success Dimensions
Service Quality: Make SLA performance, incident-resolution timeliness and backlog health visible, supporting stable operations.
Business Satisfaction: Work with Key Users to minimise business and customer impact.
Release Quality: Complete planned testing and reduce release-related incidents and business disruption.
Continuous Improvement: Implement root-cause actions and reduce recurring issues.
Knowledge Management: Keep procedures, operating documents and the knowledge base current and usable.
7. Capabilities & Ways of Working
· L2 support and incident management for E-Commerce or business applications
· Release and testing coordination involving SAP and related systems
· Issue analysis, Root Cause Analysis and continuous improvement
· Stakeholder facilitation among Business Key Users, Regional Teams and Global IT Teams
· Clear documentation, user communication and knowledge transfer
· Ability to prioritise multiple issues and clarify ownership and next actions
8. Experience & Access Requirements
Must
· Experience in the operation and support of E-Commerce, B2B, Enterprise Resource Planning (ERP) or related business applications, or equivalent practical capability
· Practical experience in incident, service request and problem management
· Experience performing or coordinating System Integration Testing, User Acceptance Testing or non-regression testing
· Experience structuring issues between Business Users and Technical Teams and tracking them through resolution
· Ability to communicate effectively with stakeholders in Japanese and English, or equivalent capability to perform the role
· Equivalent experience is accepted; capability to fulfil the accountabilities matters more than a fixed number of years or a specific degree
Preferred
· Experience in retail, luxury, consumer-facing services or a multi-brand environment
· Knowledge of E-Commerce platforms, such as SAP Commerce Cloud or Salesforce Commerce Cloud, or integration with SAP ERP
· Relevant certification or equivalent knowledge in ITIL, Agile, project management or testing
· Experience working with Regional and Global teams and external vendors
9. Contribution & Leadership
· Embed stable support discipline, transparency and a business-impact mindset in day-to-day work.
· Strengthen self-service and problem-solving capability through knowledge sharing with Key Users and team members.
· Respect diverse stakeholder perspectives while clarifying issues, owners, priorities and next actions.
· Capture operational learning in reusable documentation and knowledge assets.
10. Role Evolution & Governance
This JD defines the Role Core. Variable information, including assigned brands, specific platforms, reporting line and current-year improvement initiatives, is managed through the Recruitment Overlay. Final alignment with the Global standard JD, Job Catalogue and Workday Job Code / Ranking requires confirmation by Group HR, Talent, Compensation & Benefits and Japan HR.
