Richemont Customer Service Project Manager

Richemont is a Switzerland‑based luxury goods group composed of distinguished maisons across jewellery, watches, leather goods and specialist retail. As an employer, Richemont combines heritage craftsmanship with global commercial reach, supporting cross‑disciplinary collaboration and professional development across its maisons.

1. Lead end‑to‑end projects to improve customer service processes, omnichannel workflows and client satisfaction metrics.
2. Define project scope, deliverables, timelines and resource plans; manage risks and escalate issues to stakeholders.
3. Coordinate cross‑functional teams including Customer Service, IT, Operations, Retail and external vendors to ensure timely delivery.
4. Translate business requirements into functional specifications and work with IT or third‑party vendors on solution implementation.
5. Monitor project KPIs, produce regular status reports and present progress to senior management.
6. Design and execute change management activities: training materials, process documentation and roll‑out plans for customer service teams.
7. Manage budget tracking for assigned projects and ensure contractual and quality compliance with suppliers.
8. Drive continuous improvement by analysing customer feedback and operational metrics to propose actionable enhancements.

1. Proven experience managing customer service or CX projects, preferably within luxury retail or premium goods.
2. Strong stakeholder management skills with the ability to align diverse internal and external partners.
3. Demonstrable experience in process mapping, requirements definition and implementation oversight.
4. Fluency in project documentation and reporting; ability to present to senior stakeholders.
5. Capacity to work autonomously in a fast‑paced, matrixed environment and to meet tight deadlines.
6. Experience working on CRM or omnichannel initiatives is strongly valued.

1. Project management
2. Stakeholder management
3. Process mapping and optimisation
4. Change management
5. KPI monitoring and data analysis
6. Microsoft Excel
7. PowerPoint
8. Experience with CRM platforms (Salesforce experience preferred)
9. Agile and Waterfall methodologies

Typically 3–5 years of progressive experience delivering customer service, CRM or customer‑experience projects; prior exposure to luxury retail or premium brand environments preferred.

Bachelor's degree in Business, Project Management, Marketing, or a related field, or equivalent professional experience.

Richemont’s workplace emphasises artisanal quality, long‑term brand stewardship and international collaboration across its maisons. The environment rewards precision, discretion and a strong service ethos while offering exposure to high‑value client programmes and cross‑disciplinary initiatives.