Richemont Operations Project Manager

Richemont, a global leader in the luxury goods industry, is renowned for its prestigious portfolio of brands, including Cartier, Van Cleef & Arpels, and Montblanc. As an employer, Richemont is committed to fostering a diverse and inclusive work environment that values creativity, innovation, and collaboration. The company is dedicated to nurturing talent and providing opportunities for professional growth within its expansive network of luxury maisons.

1. Oversee the daily operations of the Client Relation Centre (CRC) to ensure seamless functionality and high client satisfaction.
2. Develop and implement comprehensive training programs for CRC staff to enhance their capabilities in supporting Enquirus users.
3. Monitor CRC performance, analyze key metrics, and produce regular reports on activities and outcomes.
4. Identify and implement best practice processes to optimize efficiency, accuracy, and client satisfaction for both business and individual users.
5. Act as the primary liaison for business clients, addressing inquiries and resolving issues promptly.
6. Manage and process new requests received through the Enquirus platform efficiently.
7. Provide secondary support to the Communications Manager for event planning, logistics, and execution.
8. Assist in the development and dissemination of internal and external media, including press releases and social media content.
9. Support the creation and production of print materials by leveraging insights from client interactions.
10. Collaborate with the Product Owner, development team, and other stakeholders to ensure alignment and effective communication.
11. Work with the Communications Manager to maintain a consistent brand message and enhance user experience.
12. Promote a positive and collaborative team environment.

1. 7-10 years of experience in a relevant field.
2. Proven experience in managing a client service or operations center.
3. Knowledge of the luxury goods market, with specific insight into the watch and jewellery industry preferred.
4. Experience in event planning and marketing communications is advantageous.

1. Excellent communication and interpersonal skills.
2. Strong organizational and time management abilities.
3. Proficiency in MS Office, with advanced Excel skills.
4. Experience with contact center tools such as Salesforce and reporting tools.
5. Ability to prioritize and manage multiple tasks effectively.
6. Strong problem-solving capabilities.
7. Fluency in English; proficiency in additional languages is a plus.

7-10 years of experience in managing client service or operations centers, preferably within the luxury goods sector.

Richemont offers a comprehensive benefits package that includes health and wellness programs, professional development opportunities, and a supportive work environment that values diversity and inclusion.

Richemont prides itself on a culture that celebrates diversity, creativity, and innovation. The company values freedom, collegiality, loyalty, and solidarity, and fosters an environment of empathy, curiosity, courage, humility, and integrity. Employees are encouraged to collaborate and contribute to the company's mission of enhancing the luxury experience for clients worldwide.