Richemont Complications Watchmaker

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

• Provide advanced product and service information and address complex customer enquiries.
• Respond promptly and appropriately to escalated issues, providing managerial approvals as required.
• Identify team non-compliance with organizational policies, procedures, regulatory codes or codes of conduct; report and escalate issues as appropriate.
• Conduct initial fault isolation and propose resolutions for approval by senior colleagues to address issues promptly.
• Schedule follow-up actions and record relevant information in the CRM system after each customer contact, creating call plans and maintaining quality data for customer retention and business development.
• Record and process custom or special customer orders, including those with ambiguous delivery expectations.
• Interview customers using a complex, multilevel sales script to clarify requirements, or assist with interviews of prospective customers and document their requirements in detail.
• Lead periodic check-ins with non-key customers to ensure they are receiving value from the product or service.
• Present additional products or services that may benefit customers during service interactions.
• Develop capabilities through assessment and development planning, formal and informal training, and coaching; maintain knowledge of relevant technology, external regulations and industry best practices through ongoing education, conferences and specialist media.

Skills

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.