Richemont CRC eCommerce Operations Specialist

Richemont is a Swiss-based luxury goods group comprising a portfolio of prestigious maisons across jewellery, watches, leather goods and writing instruments. Renowned for craftsmanship and maison-driven autonomy, Richemont operates global retail and digital platforms and invests in talent development across its maisons such as Cartier, Van Cleef & Arpels and Montblanc.

1. Manage day-to-day eCommerce operations for the Customer Relations Centre (CRC), including order lifecycle monitoring, exception handling and fulfilment coordination.
2. Ensure accuracy and timeliness of online product content, pricing and promotions in collaboration with merchandising and marketing teams.
3. Liaise with customer service agents to resolve order, shipment and payment queries; implement recurring process improvements to reduce escalations.
4. Coordinate with inventory, logistics and third-party fulfilment partners to maintain stock accuracy and optimise delivery performance.
5. Execute launch and promotional procedures on the site or marketplace platform, validating assets, inventory, and tracking KPIs post-launch.
6. Produce regular operational reports (order flow, cancellations, returns, SLA adherence) and present insights to regional stakeholders.
7. Partner with IT and digital teams to escalate and validate platform incidents, participate in UAT for releases, and support new feature rollouts.

1. Bachelor’s degree in Business, eCommerce, Supply Chain, Marketing or related discipline.
2. Minimum three years’ experience in eCommerce operations, order management or digital retail; luxury or premium retail experience preferred.
3. Proven ability to manage cross-functional stakeholders and translate operational issues into actionable improvements.
4. Strong numerical literacy and experience producing operational KPIs and management reports.

1. Order management
2. Inventory management
3. Content management (CMS) processes
4. Order Management Systems (OMS) operations
5. Advanced Excel (pivot tables, vlookups)
6. KPI reporting and data analysis
7. Payment reconciliation and refunds processing
8. Incident management and root-cause analysis
9. Cross-functional stakeholder coordination
10. User acceptance testing (UAT) support

At least 3 years' demonstrable experience in eCommerce operations, digital retail or order management, ideally within luxury or premium retail environments. Experience working with customer service/CRC teams and third‑party fulfilment is highly valued.

Bachelor’s degree in Business, eCommerce, Supply Chain, Marketing or related field.

Richemont fosters a culture rooted in craftsmanship, maison autonomy and high standards of quality. The workplace is international and collaborative, with an emphasis on cross-maison learning, professional development and preserving the heritage of each brand while accelerating digital capabilities.