Richemont Customer Service Director

London • UK

Thursday, May 8, 2025

Richemont, a distinguished leader in the luxury goods sector, is renowned for its prestigious portfolio of Maisons, each embodying a unique heritage of craftsmanship and innovation. As part of Richemont's commitment to excellence, the company offers a dynamic and inclusive work environment that values diversity and fosters professional growth. Employees are encouraged to explore their potential within a culture that emphasizes empathy, curiosity, and integrity.

1. Manage the UK Richemont Customer Service (RCS) platform to ensure superior service levels.
2. Focus RCS activities on client service and performance to support the strategic development of Maisons.
3. Deliver operational excellence to maximize client satisfaction, efficiency, team development, and profitability.
4. Collaborate with key stakeholders on the implementation and optimization of projects.
5. Coordinate and oversee the repair process and internal operations across departments.
6. Ensure adherence to Group and Maisons policies.
7. Monitor RCS KPIs and implement action plans to improve lead time, quality, productivity, and customer satisfaction.
8. Optimize internal processes and lead continuous improvement and business transformation projects.
9. Propose and manage the customer service budget in alignment with Maisons strategy and Group guidelines.
10. Resolve escalated customer issues and complaints effectively.
11. Develop and maintain strong partnerships with internal and external partners to support sustainable business growth.
12. Support Maisons in strategic CRM campaign preparation and activation.
13. Develop the customer service activity to meet business needs, particularly in sectors like Jewellery.
14. Cultivate a network of external authorized repair centers.
15. Lead, mentor, and develop teams, identifying training needs and setting performance objectives.
16. Foster a positive and collaborative work environment.
17. Define recruitment strategies and ensure appropriate staffing levels.

1. Experience in customer service, ideally within the luxury industry.
2. Client-oriented mindset.
3. Ability to thrive in a fast-paced, evolving environment.
4. Strong leadership skills with a focus on team development.
5. Excellent interpersonal and communication skills.
6. Continuous improvement and problem-solving mindset.
7. Organizational skills.
8. Experience with ERP systems such as SAP is advantageous.

1. Leadership and team development
2. Client service excellence
3. Operational management
4. Strategic planning
5. Stakeholder collaboration
6. Problem-solving
7. Organizational skills
8. ERP system proficiency

Proven experience in customer service management, preferably within the luxury industry.

Richemont offers a supportive work environment that values diversity and fosters professional growth. Employees benefit from a culture that emphasizes empathy, curiosity, courage, humility, and integrity.

Richemont prides itself on a culture that celebrates diversity and fosters a sense of community. The company values freedom, collegiality, loyalty, and solidarity, encouraging employees to care for the world they live in and to explore their full potential.