Richemont Client Relations Centre Team Leader

About Richemont

Richemont is one of the world’s foremost luxury groups, stewarding a distinguished portfolio of maisons across jewellery, watchmaking, fashion and accessories, including Cartier, Van Cleef & Arpels, Jaeger-LeCoultre and Montblanc. As an employer, it combines the heritage of artisanal excellence with a forward-looking culture shaped by innovation, client-centricity and responsible business. Its global teams operate in an environment that values craftsmanship, entrepreneurship and collaboration, offering opportunities to grow within iconic maisons and group functions alike. Richemont attracts professionals who aspire to contribute to enduring luxury, preserving rare savoir-faire while helping define the future of high craftsmanship.

Role & Responsibilities

• Oversee daily CRC operations, ensuring smooth functioning and balanced workload allocation among ambassadors
• Act as the primary point of contact and expert for ambassadors, providing immediate support and guidance on systems, processes, and procedures
• Monitor service levels (SLA), backlog, and sales objectives, taking immediate corrective action when deviations occur
• Facilitate online and phone sales activities to ensure daily and weekly targets are consistently met
• Handle inbound and outbound customer contacts, serving as the next-level escalation point for complex or sensitive client situations
• Ensure consistency in case management and client follow-up standards across the entire team
• Provide regular coaching and constructive feedback to individual ambassadors to enhance performance in service delivery, clienteling, and sales conversions
• Conduct regular check-ins and 1:1 discussions to monitor progress, identify development areas, and create actionable improvement plans
• Collaborate with trainers to define and implement targeted training needs for ambassadors, ensuring continuous skill development
• Support the onboarding process for new ambassadors, ensuring smooth integration and rapid understanding of operational procedures
• Motivate and supervise ambassadors effectively to achieve both qualitative and quantitative goals and targets
• Ensure ambassadors consistently adhere to Maison standards and tone of voice in all client interactions
• Track and monitor individual and team performance against KPIs and sales targets through regular analysis
• Identify trends in customer satisfaction and sales insights, reporting findings promptly to the CRC Manager
• Escalate emergency system issues to the CRC Manager and report on potential system improvements
• Ensure accurate processing of all required data in appropriate systems while adhering to group data security policies
• Identify recurring client issues or operational inefficiencies and propose process improvements to management
• Collaborate with the Group's Customer Service team for repairs and after-sales service requests

Qualifications

• Minimum 2–3 years of experience in a team leader or supervisory role within a luxury retail, customer experience, or contact centre environment
• Proven ability to coach, motivate, and develop frontline teams to achieve performance targets
• Strong operational understanding of multi-channel service environments (phone, email, chat, social media)
• Expertise in contact centre systems and tools (CRM, interaction management, telephony)
• Excellent communication, interpersonal, and problem-solving skills
• High level of emotional intelligence and ability to manage challenging situations effectively
• Organized, detail-oriented mindset capable of managing competing priorities in a fast-paced environment
• Proficiency in Microsoft Office Suite
• Knowledge of quality monitoring tools and customer satisfaction strategies

Skills

Experience

Minimum 2–3 years of experience in a team leader or supervisory role within a luxury retail, customer experience, or contact centre environment. Demonstrated success in coaching and developing frontline teams to achieve performance targets and maintain service excellence.

Education

Not specified

Workplace

Benefits

Opportunity to be part of a dynamic and diverse team; collaborative environment with creative and strategic minds locally and globally; career development opportunities within Cartier and the wider Richemont Group.

Culture

Richemont fosters a refined, international workplace where its Maisons preserve exceptional craftsmanship while benefiting from the strength and perspective of a global luxury group. As an employer, it values long-term stewardship, collaboration, innovation, and the development of talent within an environment shaped by heritage, creativity, and high standards.

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.