Richemont Customer Experience Manager
- Location
- ParisÎle-de-FranceFrance
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- Posted
- May 22, 2026
About Richemont
Richemont is a global luxury goods holding company composed of prestigious maisons across jewellery, watches and premium leather goods. As a steward of high craftsmanship and heritage brands, Richemont operates both maison-level boutiques and selective retail platforms, fostering an environment where traditional savoir-faire meets contemporary client engagement.
Richemont — Paris: Customer Experience Manager role to lead CX strategy, VoC and CRM for luxury maisons.
Role & Responsibilities
- Design and implement an integrated client experience strategy across retail and digital touchpoints to strengthen loyalty and lifetime value.
- Lead Voice of the Customer (VoC) programmes, synthesise feedback into actionable insights, and translate findings into operational improvements.
- Define and monitor CX KPIs (NPS, CSAT, retention, conversion) and deliver regular performance reporting to senior stakeholders.
- Collaborate with CRM, retail operations, marketing and product teams to align customer journeys, promotions and post-sale service.
- Develop training and enablement for frontline teams to ensure consistent luxury service delivery and brand standards.
- Manage escalation processes for high-value client interactions and coordinate bespoke service requests across departments.
- Oversee CRM operational excellence, including data hygiene, segmentation, personalisation campaigns and campaign measurement.
Qualifications
- Proven track record in customer experience, CRM or retail operations within the luxury or premium sector.
- Demonstrable ability to convert qualitative customer insight into scaled operational changes.
- Strong stakeholder management with experience working across commercial, marketing and store teams.
- Excellent analytical capability with experience defining and tracking CX metrics and dashboards.
Skills
Experience
Typically 5+ years of progressive experience in client experience, CRM or retail operations, with at least several years in the luxury, watches, jewellery or premium retail sectors and direct engagement with front-line sales teams.
Education
Bachelor's degree in business, marketing, hospitality or a related discipline; advanced degree or specialised CX certification is an advantage.
Workplace
This position is based in Paris, Île-de-France, France.
Culture
Richemont’s workplace blends respect for artisanal heritage with a modern, customer-centric mindset. Employees are expected to uphold exquisite service standards while working collaboratively across maisons to deliver memorable client experiences.
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 Experience Manager», «Head of Client Experience», «Customer Journey Manager», «Client Relations 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.