Richemont Team Leader (Italian Speaker)

Richemont is a leading Swiss luxury goods group comprising maisons across jewellery, watchmaking and lifestyle sectors. As an employer it combines heritage craftsmanship with global retail, digital and wholesale operations, offering career paths across product creation, client services and brand management within a matrix of specialist maisons.

1. Lead, coach and develop a bilingual Italian‑speaking client services or retail team to deliver exceptional luxury service and meet commercial targets.
2. Own daily team operations: staffing rota, workflow allocation, schedule adherence and capacity planning for the Italian market.
3. Set, monitor and drive KPIs (conversion, AOV, NPS/CSAT, response SLAs); produce regular performance reporting and action plans.
4. Manage complex client escalations, ensuring timely resolution and appropriate escalation to brand or regional stakeholders.
5. Design and deliver training modules, onboarding programmes and quality assurance activities to raise service standards.
6. Collaborate with cross‑functional teams (sales, marketing, e‑commerce, logistics) to ensure seamless client journeys and campaign execution.
7. Identify process improvements and implement best practices to optimise efficiency and client satisfaction.
8. Support recruitment, performance reviews and succession planning within the team.

1. Fluent Italian (native or C2) — clear, professional spoken and written communication.
2. Proven leadership and people‑management capability with the ability to motivate and develop high‑performing teams.
3. Strong commercial mindset with experience setting and achieving KPI targets.
4. Excellent interpersonal skills with diplomacy in handling escalations and high‑net‑worth clients.
5. Analytical aptitude for performance reporting and data‑driven decision making.
6. Availability for flexible hours, including occasional evenings and weekends, as required by retail/contact centre operations.

1. Salesforce
2. Zendesk
3. Microsoft Excel
4. Microsoft Office (Outlook, Teams)
5. Coaching and performance management
6. KPI analysis
7. Customer relationship management

Approximately 3+ years in a client‑facing role within luxury retail, hospitality or a premium contact centre environment, including a minimum of 1 year in a supervisory/team‑lead capacity.

Bachelor's degree or equivalent professional experience in business, languages, hospitality, retail management or a related discipline.

Richemont cultivates a culture rooted in craftsmanship, attention to detail and respect for heritage while encouraging collaboration across specialist maisons. The workplace emphasizes professional development, high service standards and a client‑centric mentality consistent with luxury brand values.