Richemont Customer Service Manager
Richemont seeks a Customer Service Manager in Fort Worth, USA to lead client service operations for its luxury maisons.
Overview
Richemont is a leading luxury goods group composed of distinguished maisons across jewellery, watches, leather goods and writing instruments. As an employer, the group emphasizes craftsmanship, brand heritage and client-centricity, operating through an international network of specialist maisons and supporting functions that value creativity, quality and long-term talent development.
Role & Responsibilities
- Lead and develop a high-performing customer service team to deliver white-glove service across channels (phone, email, chat and social).
- Own escalation handling and resolution for complex client issues, ensuring timely, accurate and brand-appropriate outcomes.
- Define, monitor and report on service KPIs and SLAs; drive initiatives to improve response times, NPS and first-contact resolution.
- Collaborate closely with retail, e-commerce, logistics and after-sales teams to ensure seamless client journeys and consistent policies for returns, repairs and exchanges.
- Implement and maintain customer service procedures, knowledge bases and quality-control processes; coach staff on brand standards and complaint management.
- Manage workforce planning, scheduling and day-to-day operations to meet peak demand and business objectives.
- Deliver regular performance feedback, training and professional development for the team; recruit and onboard new customer service advisors as needed.
Qualifications
- Proven leadership capability with strong coaching and people-management skills.
- Exceptional verbal and written communication; ability to represent luxury brand values in every client interaction.
- Highly organised with a data-informed approach to monitoring performance and driving continuous improvement.
- Sound judgement and composure when resolving escalations; commitment to delivering elevated client experiences.
- Flexibility to work non-standard hours as required by client demand and retail cycles.
Skills
Experience
Typically 5+ years in customer service or client-ops roles with at least 2 years in a supervisory or managerial capacity; experience within luxury retail, premium goods, hospitality or high-end e-commerce is strongly preferred.
Education
Bachelor’s degree in business, hospitality, communications or a related discipline preferred; equivalent professional experience will be considered.
Workplace
This position is based in Fort Worth, Texas, USA. Cerulean lists 15 open roles in Fort Worth, including 3 posted recently. The broader Texas area accounts for 186 active listings on Cerulean, 10 of which are new. In USA as a whole, Cerulean currently features 2.262 open positions, with 71 posted this week.
Culture
Richemont cultivates a culture that prizes artisanal excellence, meticulous attention to client experience and respect for brand heritage. Teams operate within an international, collaborative environment that supports professional development and cross-disciplinary collaboration across maisons.
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.