Richemont Knowledge Management & Quality Specialist

Dallas • USA

Monday, December 9, 2024

Richemont, a distinguished leader in the luxury goods sector, is renowned for its prestigious portfolio of maisons and commitment to excellence. As part of the Richemont Americas division, the company fosters an inclusive environment that celebrates diversity and empowers creativity, ensuring a dynamic and innovative workplace. Richemont's dedication to crafting the future is reflected in its investment in talent from varied backgrounds and experiences, contributing to a rich tapestry of ideas and perspectives.

1. Maintain and enhance a comprehensive Knowledge Base for luxury services, ensuring accuracy and accessibility for Client Relations Center personnel.
2. Collaborate with cross-departmental teams to update and refine policies, FAQs, and best practices.
3. Lead communications related to Knowledge Management, coordinating with Learning & Development and Digital Operations teams.
4. Develop and implement quality assurance programs to evaluate service levels and ensure compliance with Richemont standards.
5. Conduct regular audits of client interactions to maintain adherence to service protocols and identify areas for improvement.
6. Identify process inefficiencies and propose solutions to enhance knowledge management and service delivery.
7. Generate reports on KPIs related to service quality and client satisfaction, providing actionable insights for continuous improvement.

1. Bachelor's degree in Business Administration, Communications, or a related field.
2. Minimum of 2 years of experience in a contact center, customer service, hospitality, or retail environment.
3. Proven experience in Knowledge Management or Quality Assurance within a luxury or premium brand.

1. Proficiency in Microsoft Suite, CRM software (Salesforce), and SAP ERP.
2. Strong project and case management skills across multiple systems.
3. Exceptional communication, presentation, and writing abilities.
4. Analytical and critical thinking skills.
5. Ability to absorb extensive brand and product information quickly.
6. Experience in eCommerce and luxury retail, particularly in watchmaking, is preferred.

A minimum of 2 years in a relevant environment such as contact centers, customer service, or luxury retail, with proven expertise in Knowledge Management or Quality Assurance.

Bachelor's degree in Business Administration, Communications, or a related field.

Salary will be negotiated based on relevant skills and experience.

Richemont offers a comprehensive benefits package including medical, dental, and vision programs, life insurance, disability benefits, and a 401(k) with employer match. Additional benefits include paid time off, wellness reimbursement, and volunteer days.

Richemont is dedicated to fostering an inclusive and dynamic workplace culture that values diversity and empowers creativity. The company prioritizes employee well-being and encourages a work-life balance, offering opportunities for personal and professional growth within a supportive community.