Reference code: JR134594
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.
MAIN PURPOSE
This position supports the stable operation of E-Commerce and related B2B applications. The role works with business users and regional and global IT teams to manage daily support, releases, testing, and continuous improvement.
KEY RESPONSIBILITIES
Application Support
• Manage incidents, service requests, and system issues
• Analyse issues and track and report progress through resolution
• Identify root causes and drive preventive actions and service-quality improvements
Release & Testing
• Act as the local point of contact for scheduled and emergency releases
• Coordinate system integration, user acceptance, and non-regression testing
• Keep procedures, operating manuals, and support documentation up to date
Business & Global Coordination
• Clarify issues and requirements between business users and technical teams
• Recommend priorities based on business impact
• Work with regional and global teams and external partners to support timely resolution
Continuous Improvement
• Support locally managed digital solutions
• Drive small enhancements and operational-efficiency improvements
• Strengthen user and team problem-solving capabilities through knowledge sharing
COMPETENCIES AND EXPERIENCES
• Experience supporting or operating E-Commerce, B2B, ERP, or related business applications
• Practical experience in incident, service-request, and problem management
• Experience conducting or coordinating system integration, user acceptance, or non-regression testing
• Experience clarifying issues between business users and technical teams and tracking them through resolution
• Capability in issue analysis, root-cause analysis, and continuous improvement
• Ability to communicate effectively in Japanese and English
• Experience in retail, luxury, consumer-facing services, or a multi-brand environment is preferred
• Knowledge of SAP Commerce Cloud, Salesforce Commerce Cloud, or integration with SAP ERP is preferred
• Certification or equivalent knowledge in ITIL, Agile, project management, or testing is preferred
• Experience working with regional or global teams and external partners is preferred
