Richemont E-Commerce Application Specialist

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.

Role & Responsibilities

• Manage incidents, service requests and operational issues across E-Commerce and B2B applications.
• Work with Key Users and the Global Support Team to resolve, track and report issues.
• Monitor SLA compliance and provide regular operational reports.
• Perform Root Cause Analysis and drive actions to prevent recurring issues.
• Act as the local point of contact for scheduled and urgent releases of SAP and related systems.
• Support Key User test planning, execution and review of results.
• Coordinate non-regression testing to minimise business-impact risk.
• Maintain procedures, operational manuals and support documentation.
• Follow up on incident-resolution and release progress.
• Help the Local Business communicate requirements and issues effectively to Global Teams.
• Recommend issue priorities based on business impact and facilitate timely resolution.
• Facilitate communication with Regional and Global teams.
• Perform and coordinate System Integration Testing (SIT).
• Coordinate Key User testing.
• Identify and structure technical issues and work with HQ IT to resolve them.
• Coordinate testing and release activities with members of other domains.
• Provide operational support for locally developed digital solutions.
• Drive small-scale improvement initiatives and business-efficiency measures.
• Maintain support and operations documentation and knowledge.
• Support stable E-Commerce operations and business needs; assist with local deployment, validation and adoption of Regional and Global releases and improvements.
• Own L2 support for E-Commerce, incident management and operational quality improvement, local test coordination and user support, and operational documentation maintenance.
• Contribute to Regional and Global release deployment, E-Commerce and business-process improvements, and local digital-solution operations.
• Decide the sequence of daily operational responses within delegated authority, detailed test execution plans, and working approaches for operational improvements; approve test deliverables and operational documentation within delegated authority.
• Recommend system improvements, operational quality and SLA measures, technical issue-resolution approaches, and issue priorities based on business impact.
• Escalate major incidents, high-impact business risks, change requests outside delegated authority, and issues requiring Global Team action or higher-level decisions.
• Make SLA performance, incident-resolution timeliness and backlog health visible to support stable operations.
• Work with Key Users to minimise business and customer impact.
• Complete planned testing to reduce release-related incidents and business disruption.
• Implement root-cause actions to reduce recurring issues.
• Keep procedures, operating documents and the knowledge base current and usable.
• Embed stable support discipline, transparency and a business-impact mindset in daily work.
• Strengthen self-service and problem-solving through knowledge sharing with Key Users and team members.
• Respect diverse stakeholder perspectives while clarifying issues, owners, priorities and next actions.
• Capture operational learning in reusable documentation and knowledge assets.

Qualifications

• Experience operating and supporting E-Commerce, B2B, ERP or related business applications, or equivalent practical capability.
• Practical experience in incident, service request and problem management.
• Experience performing or coordinating System Integration Testing, User Acceptance Testing or non-regression testing.
• Experience structuring issues between Business Users and Technical Teams and tracking them through resolution.
• Ability to communicate effectively with stakeholders in Japanese and English, or equivalent capability to perform the role.
• Equivalent experience is accepted; capability to fulfil the accountabilities matters more than a fixed number of years or a specific degree.
• Preferred: experience in retail, luxury, consumer-facing services or a multi-brand environment.
• Preferred: knowledge of E-Commerce platforms such as SAP Commerce Cloud or Salesforce Commerce Cloud, or integration with SAP ERP.
• Preferred: relevant certification or equivalent knowledge in ITIL, Agile, project management or testing.
• Preferred: experience working with Regional and Global teams and external vendors.

Skills

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.