Richemont Client Service Associate

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

• Serve as the primary point of contact for clients throughout the aftersales journey, including intake, diagnosis, quotation, approval, service updates, and collection
• Clearly communicate repair processes, timelines, costs, and expectations to clients, ensuring transparency and building trust
• Manage proactive client communications including updates, follow-ups, delays, and approvals
• Perform on-site quick services such as strap changes, non-gold bracelet sizing, steam cleaning, cord changes, engraving, and embossing
• Apply Cartier Service Policies to deliver experiences appropriate to the Maison's standards
• Handle escalations and complex client situations with professionalism and a solution-oriented mindset
• Coordinate with Client Service Administrators and workshops to ensure accurate execution of repair orders
• Ensure service documentation, approvals, and handovers are completed with precision
• Contribute to service excellence KPIs including client satisfaction metrics and operational barometers
• Understand and comply with Cartier security and operational procedures, including product handling and inventory control
• Partner with boutique colleagues to recommend complementary services and products (straps, links, watches, and jewelry)
• Support Client Service Administrator tasks during peak periods to ensure service continuity

Qualifications

• Strong client-facing communication and relationship management skills
• Sound judgment to assess repair scope and intervention type
• High emotional intelligence with a genuine service mindset
• Demonstrated ability to manage multiple cases while maintaining attention to detail
• Commercial awareness to balance client experience, cost control, and Maison standards
• Collaborative approach to cross-functional work with boutiques, workshops, and headquarters teams
• Availability to work retail hours on a part-time basis, including weekends in a fast-paced retail environment

Skills

Experience

Demonstrated experience in luxury retail, customer service, or hospitality sectors, with a proven track record of managing client relationships and delivering exceptional service standards.

Education

High school diploma or equivalent; additional qualifications in hospitality, customer service, or luxury retail are advantageous.

Workplace

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.