Montblanc E-Commerce Operations Manager

New York • USA

Wednesday, May 14, 2025

Montblanc, a distinguished member of the Richemont Group, is renowned for crafting luxury products that inspire. From exquisite writing instruments and leather goods to sophisticated timepieces and accessories, Montblanc seamlessly blends heritage, innovation, and craftsmanship to deliver unparalleled quality. As part of the Richemont Group, Montblanc benefits from a global network of luxury brands, fostering a culture of creativity and excellence.

1. Lead operational escalations from the Client Relations Center, including fraud investigations and payment validation issues.
2. Collaborate with the After-Sales team to manage repair and replacement workflows, ensuring client-centric resolutions.
3. Create and maintain reporting dashboards to analyze escalation trends and optimize processes.
4. Manage end-to-end fulfillment operations, ensuring timely and accurate order processing and delivery.
5. Act as the liaison with the warehouse to monitor SLAs and optimize throughput.
6. Oversee return logistics and personalized order flows, ensuring smooth reverse logistics.
7. Identify and implement improvements to fulfillment workflows, minimizing delays and errors.
8. Oversee daily eCommerce operations, including order processing and inventory discrepancy resolution.
9. Ensure operational readiness for product launches and promotional events.
10. Monitor key systems such as SAP, SFCC, and OMS for synchronization issues.
11. Own the submission and resolution of technical tickets in coordination with IT and platform support teams.
12. Support User Acceptance Testing and regression testing for new feature rollouts.

1. Bachelor's degree required
2. 4+ years of experience in eCommerce operations or a related field, preferably within luxury or high-end retail environments.
3. Extensive experience with SAP and Salesforce Commerce Cloud (SFCC).
4. Experience in Agile environments, with Scrum Master certification preferred.
5. Expertise with Content Management Systems (CMS).

1. Strong systems and technical abilities
2. Excellent organizational and communication skills
3. Proficiency in project management and multitasking
4. Ability to work in a fast-paced, dynamic environment
5. Team player with initiative and attention to detail

4+ years of experience in eCommerce operations or a related operational role, preferably within luxury or high-end retail environments.

Bachelor's degree required

Expected Salary Range: $100k-$125k. Salary will be determined based on relevant skills and experience.

Richemont offers a comprehensive benefits program including medical, dental, and vision programs, health savings and flexible spending accounts, life insurance, disability benefits, and a 401(k) with employer match. Additional benefits include paid time off, wellness reimbursement, and access to an employee assistance program. Employees are encouraged to participate in volunteer days off to support local community initiatives.

Richemont Americas is committed to fostering an inclusive community that celebrates diversity. The company believes that embracing inclusion empowers creativity and knowledge, driving excellence and advancing the unique community of Richemont Americas.