Richemont CRC Manager
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Posted
- May 18, 2026
About Richemont
Richemont is a Swiss-based luxury goods holding company overseeing a portfolio of maisons in jewellery, watches and high-end accessories. The group is known for its emphasis on artisanal craftsmanship, maison heritage and a client-centric approach; as an employer it combines global scale with maison-level autonomy and exacting standards of service.
Richemont is hiring a CRC Manager in Amsterdam to oversee client relations operations and drive service excellence at the Customer Relations Centre.
Role & Responsibilities
- Lead day-to-day operations of the Customer Relations Centre (CRC) in Amsterdam, setting and enforcing service standards across channels.
- Manage, coach and develop a multilingual client-service team to achieve KPIs for response time, resolution rate and client satisfaction.
- Own case escalation and resolution processes, ensuring timely, consistent outcomes and high client retention.
- Design and implement operational workflows and quality-control mechanisms to improve efficiency and customer experience.
- Collaborate with regional retail, after-sales and CRM stakeholders to ensure accurate client data handling and seamless omnichannel service.
- Monitor performance metrics and prepare regular reports for senior stakeholders; recommend action plans driven by data analysis.
Qualifications
- Proven managerial experience in a client-service or contact-centre environment; luxury retail or after-sales experience strongly preferred.
- Demonstrable ability to lead and develop small to medium teams with a focus on coaching and performance management.
- Strong analytical aptitude with experience monitoring KPIs and translating metrics into operational improvements.
- Excellent stakeholder-management skills with experience coordinating cross-functional initiatives (retail, CRM, after-sales).
- Comfortable working in a fast-paced, high-expectation luxury environment; meticulous attention to detail and process discipline.
- Bachelor’s degree in business, hospitality, communications or a related field preferred (or equivalent professional experience).
Skills
Experience
Minimum of 3 years' experience managing customer-service operations or a contact centre, with at least 1–2 years in a supervisory or managerial capacity; prior exposure to luxury retail or after-sales service is highly advantageous.
Education
Bachelor’s degree preferred or equivalent professional experience in business, hospitality, communications or a related discipline.
Workplace
This position is based in Amsterdam, North Holland, Netherlands.
Culture
Richemont cultivates a maison-driven culture that prizes craftsmanship, discretion and client focus. Teams operate with entrepreneurial energy within rigorous quality standards, and employees are expected to combine luxury service sensibilities with analytical discipline.
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 Richemont, 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 «Client Relations Manager», «Customer Relationship Centre Manager», «Client Experience Manager», «Customer Service Centre 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.