Richemont CRM & Customer Service Manager
- Location
- GenevaGenevaSwitzerland
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Jul 9, 2026
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.
Richemont seeks a CRM & Customer Service Manager in Geneva to lead customer relationship and service operations for the luxury group.
Role & Responsibilities
- Develop and execute CRM strategies to enhance customer engagement and retention across the Richemont group
- Oversee customer service teams and establish performance metrics aligned with luxury brand standards
- Manage CRM technology platforms, data integrity, and customer information systems
- Collaborate with retail, ecommerce, and clienteling teams to create seamless omnichannel customer experiences
- Analyse customer data and feedback to identify opportunities for service improvement and personalization
- Lead training initiatives to ensure customer-facing teams deliver consistent, high-touch service
- Monitor KPIs including customer satisfaction, response times, and retention rates
Qualifications
- Proven experience managing CRM platforms and customer service operations in a luxury or premium retail environment
- Strong knowledge of customer relationship management best practices and omnichannel service delivery
- Demonstrated ability to lead and motivate teams in a fast-paced, global organization
- Proficiency with CRM software and business intelligence tools
- Excellent communication and interpersonal skills with the ability to work cross-functionally
Skills
Experience
Minimum 5–7 years of progressive experience in CRM management, customer service operations, or customer relationship roles, preferably within luxury retail, high-end hospitality, or selective distribution environments.
Education
Bachelor's degree in business, marketing, or a related discipline; CRM certification or advanced training in customer relationship management is preferred.
Workplace
This position is based in Geneva, Geneva, Switzerland.
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.
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 Manager», «CRM Operations Manager», «Client Service Manager», «Clienteling 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.