Richemont Client Operations Project Manager

About Richemont

Richemont is a leading luxury goods group that manages a portfolio of prestigious maisons across jewellery, watches, writing instruments, leather goods and accessories. The group operates globally with a Maison-driven culture that balances artisanal heritage and commercial rigor, offering cross-disciplinary career opportunities within an international, high-end retail and services environment.

Role & Responsibilities

• Lead end‑to‑end projects to optimise client treatment processes across channels, from requirements definition through implementation and post‑launch monitoring.
• Collaborate with cross‑functional stakeholders (CRM, retail operations, IT, legal, after‑sales and marketing) to translate business needs into technical and operational specifications.
• Design and map customer workflows, service level agreements and exception handling procedures to improve response times and consistency.
• Coordinate user acceptance testing, pilot deployments and rollouts; define test plans and validate solutions against business KPIs.
• Establish and track performance metrics and dashboards to measure improvements in client handling, NPS and operational efficiency.
• Manage third‑party vendors and integrators, ensuring deliverables, timelines and quality standards are met.
• Develop training materials and run change‑management activities for frontline and back‑office teams.
• Maintain documentation (process maps, SOPs, release notes) and ensure compliance with data protection and brand standards.

Qualifications

• Proven project management capability with formal methodology experience (e.g., Prince2, PMP or equivalent) preferred.
• Strong stakeholder management and communication skills, able to influence senior stakeholders and operational teams.
• Demonstrable experience defining requirements, writing user stories and overseeing UAT and production deployments.
• Analytical mindset with experience using metrics to drive process improvements.
• Experience working with legal/compliance teams on customer data and service policies.
• Fluent written and verbal communication appropriate for an international luxury environment.

Skills

Experience

Typically 3–5 years managing projects or transformation programmes in customer service, CRM or operations, preferably within luxury retail, premium services or selective retail environments.

Education

Bachelor's degree in business administration, engineering, information systems or a related discipline, or equivalent professional experience.

Workplace

Culture

Richemont fosters a Maison-centric culture that privileges craftsmanship, quality and long-term brand stewardship while encouraging collaboration across disciplines. The workplace blends rigorous commercial standards with respect for heritage and an international, multilingual 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.