Richemont Head of Client Relations Center

Tokyo • Japan

Friday, April 11, 2025

Richemont is a distinguished leader in the luxury goods sector, encompassing a portfolio of renowned maisons such as A. Lange & Söhne, Baume & Mercier, IWC, Jaeger-LeCoultre, Panerai, Piaget, and Vacheron Constantin. As part of a global conglomerate, Richemont is committed to excellence in craftsmanship and innovation, offering a dynamic and enriching environment for its employees.

1. Lead the CRC SWM team to drive sales and ensure excellence in customer service for Specialist Watchmakers.
2. Manage and supervise daily performance and operations of the CRC team.
3. Collaborate with maisons' teams to align with sales, clienteling, data capture, and operational efficiency goals.
4. Communicate the maison's mid/long-term strategy to the team and implement best practices.
5. Set and oversee goals for CRC staff, monitoring performance and development.
6. Work with the Learning & Development team to enhance team members' knowledge of services, products, and troubleshooting.
7. Drive phone sales by building relationships with maison heads and operations teams to support stock allocation and clienteling.
8. Monitor service KPIs and manage follow-up actions with ambassadors.
9. Handle escalated issues in coordination with maison teams.
10. Promote maison identity and expertise, coaching ambassadors on values and narrative identity.
11. Develop team objectives and individual development plans, providing coaching and feedback.
12. Ensure compliance with group policies and maison's commercial rules, overseeing procedures and team safety.
13. Serve as the main CRC contact for HQ local teams on operational matters.

1. 5+ years of experience in contact center, customer service, retail sales, or e-commerce.
2. 2+ years of experience in team management.
3. Basic knowledge of e-commerce/call center operations and relevant technology.
4. Fluency in native Japanese and business-level English.

1. Exceptional interpersonal and customer service skills.
2. Strong problem-solving and conflict resolution abilities.
3. Effective verbal and written communication.
4. Leadership and coaching capabilities.
5. Ability to multitask and remain calm under pressure.
6. Decisiveness and attention to detail.

A minimum of five years in contact center, customer service, retail sales, or e-commerce roles, with at least two years in a management capacity.

Richemont offers a comprehensive benefits package, including opportunities for professional development and growth within the luxury sector.

Richemont fosters a culture of excellence, innovation, and collaboration, encouraging employees to embody the values of the maisons they represent. The company values proactive and self-starting individuals who are committed to maintaining the highest standards in luxury service.