- Location
- Besançon Bourgogne-Franche-Comté France
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- Posted
- Nov 5, 2026
About Audemars Piguet
The brand is a prestigious entity within the luxury fashion sector, renowned for its exquisite craftsmanship and innovative designs. As part of a leading global luxury group, it offers unparalleled opportunities for professional growth and development in a dynamic and sophisticated environment.
Audemars Piguet seeks a Customer Service Manager in Besançon to lead customer relations strategy, after-sales operations and service quality while developing Client Care, Administration and Boutique teams. The role partners with the Customer Service Manager on cross-functional and strategic projects, performance monitoring, process optimization and operational continuity.
Role & Responsibilities
- Lead the customer relations strategy and ensure a seamless, consistent and distinctive customer experience across all touchpoints.
- Oversee after-sales operations and provide quality support throughout the customer journey.
- Define and deploy service standards, communication processes and initiatives that sustainably improve customer satisfaction and loyalty.
- Develop and optimize CRM tools, customer segmentation and contact channels to improve interaction quality.
- Define, monitor and analyze customer relations and service quality performance indicators.
- Design and manage customer satisfaction surveys and action plans to improve the customer experience.
- Ensure service quality objectives are achieved through corrective measures and continuous improvement initiatives.
- Lead, support and develop Client Care, Administration and Boutique teams, fostering a culture of excellence and customer focus.
- Contribute to the operational management of the department, including resources, budgets and priorities.
- Support the Customer Service Manager in delivering strategic projects and ensure operational continuity in their absence.
Qualifications
- Higher education qualification at Bac+4/5 level in Commerce, Marketing, Customer Relations, Management or equivalent.
- Significant experience (at least 5 to 8 years) in customer relations, customer experience management, customer service or after-sales customer service.
- Successful initial experience in team management and/or project coordination.
- Good understanding of after-sales service challenges and the luxury sector.
- Proficiency in Microsoft Office, particularly Excel and PowerPoint.
- Fluent French and English, written and spoken.
Skills
Experience
At least 5 to 8 years in customer relations, customer experience management, customer service or after-sales customer service; initial successful experience in team management and/or project coordination.
Education
Higher education qualification at Bac+4/5 level in Commerce, Marketing, Customer Relations, Management or equivalent.
Workplace
This position is based in Besançon, Bourgogne-Franche-Comté, France.
Explore jobs in Bourgogne-Franche-Comté or in France.
Benefits
100% employer-funded basic health insurance; meal vouchers; CSE benefits, including contributions to sports and cultural activities and holiday vouchers; a retirement savings plan with 100% employer-funded contributions; profit-sharing and an employee savings plan; a wellbeing programme including massages and a sports subscription; continuing professional development and mobility opportunities; corporate volunteering.
Culture
The brand fosters a culture of excellence and innovation, where creativity and individual contributions are highly valued. Employees are encouraged to pursue personal growth and are supported in their professional development within a collaborative and inclusive environment.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Audemars Piguet, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Experience Manager», «Client Care Manager», «After-Sales Service Manager», «Client Relations Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.