Richemont CRC Manager
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- Posted
- May 17, 2026
About Richemont
Richemont is a global luxury goods holding company comprising multiple maisons active in high jewellery, watches, leather goods and writing instruments. As an employer it combines heritage craftsmanship with multinational corporate scale, offering structured career paths across brands and markets while maintaining a strong focus on client excellence and product quality.
Richemont in Amsterdam seeks a CRC Manager to lead customer relations operations and drive service excellence across the group's maisons.
Role & Responsibilities
- Lead day-to-day operations of the Customer Relations Centre (CRC), ensuring adherence to SLAs and consistent delivery of luxury-level client service.
- Line-manage, coach and develop a multi-disciplinary CRC team; own workforce planning, scheduling and performance reviews.
- Define and monitor KPIs (first contact resolution, NPS, response times), deliver continuous improvement initiatives and report performance to senior stakeholders.
- Manage escalations and complex client issues, liaising with after-sales, retail, logistics and product teams to secure timely resolutions.
- Implement and optimise CRM workflows and contact‑centre processes; drive adoption of best practices and quality standards across channels (phone, email, chat, social).
- Partner with IT, CRM and analytics teams to shape reporting, automation, tool configuration and knowledge-base content.
- Manage external vendors or service partners where applicable and contribute to budget planning for CRC operations.
Qualifications
- Proven managerial experience in a customer service or contact-centre environment, preferably within luxury retail, premium services or boutique hospitality.
- Track record of meeting targets and driving service improvements using KPI frameworks (NPS, CSAT, FCR).
- Strong leadership capabilities with experience in coaching, performance management and talent development.
- Commercial acumen and the ability to navigate cross-functional stakeholder relationships.
- Fluent business English; additional European language skills advantageous (note: no specific language requirement provided in source data).
Skills
Experience
Typically 5+ years in customer service or CRM roles with a minimum of 2–3 years in a people‑management capacity; experience in luxury retail, premium services or multi-brand organisations strongly preferred.
Education
Bachelor's degree in business, hospitality, communications or a related discipline, or equivalent professional experience.
Workplace
This position is based in Amsterdam, North Holland, Netherlands.
Culture
Richemont cultivates a culture that reveres craftsmanship, maison identity and client-centric service while operating within an international corporate framework. Teams are expected to combine meticulous attention to detail with collaborative, cross‑brand engagement and a commitment to excellence.
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 «Customer Relations Centre Manager», «Client Services Manager», «Customer Experience Manager», «Contact Centre Manager», «CRM Operations 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.