Richemont E‑Boutique Client Advisor

Overview

Richemont is a leading luxury goods holding company that houses a portfolio of prestigious maisons across watches, jewellery, leather goods and writing instruments. The group balances deep artisan craftsmanship and heritage with global retail and digital distribution, operating internationally across boutiques, wholesale and e‑commerce channels.

Role & Responsibilities

• Deliver high‑touch, multilingual client service via e‑boutique channels (chat, email, telephone and social messaging), ensuring a bespoke experience consistent with luxury maison standards.
• Manage full online sales lifecycle: order processing, payment verification, shipping coordination and follow‑up to guarantee timely, accurate delivery and after‑sales care.
• Execute proactive clienteling: build and maintain client profiles, track preferences and purchase history, and propose relevant product recommendations to maximise conversion and lifetime value.
• Collaborate with boutique teams, warehouse/logistics and after‑sales to resolve customer issues, coordinate returns/repairs and escalate complex cases.
• Use CRM and order management systems to capture interactions, update records, and produce activity reports and client insights for the e‑commerce team.
• Achieve individual and team KPIs (response times, conversion rates, AOV, client satisfaction) and contribute to continuous improvement of digital service processes.
• Support product launches, online trunk shows and personalised selling events, including stock checks and dedicated follow‑ups for VIP clients.
• Maintain expert product knowledge and communicate brand storytelling and technical details with accuracy and discretion.

Qualifications

• Fluent in French and Arabic, with strong verbal and written communication skills; professional proficiency in English preferred.
• Minimum 2 years' experience in luxury retail, e‑commerce customer service or clienteling roles, ideally within watches, jewellery or high‑end fashion.
• Demonstrable experience using CRM, order management or helpdesk systems and handling online transactional workflows.
• Exceptional interpersonal skills, diplomacy and a service mindset tailored to high‑net‑worth clients.
• Flexible to work shifts across local operating hours for the e‑boutique and able to manage occasional peak periods (product drops, campaigns).

Skills

Experience

At least 2 years of practical experience in luxury e‑commerce, online client service or boutique clienteling, with a track record of meeting service and sales KPIs.

Education

High school diploma required; bachelor's degree or vocational qualification in languages, hospitality, retail management or related field preferred.

Workplace

Culture

Richemont fosters a culture that values craftsmanship, respect for maison heritage and collaborative, cross‑border teamwork. Employees operate in an international, fast‑paced luxury environment that emphasises attention to detail, client discretion and continuous professional development.

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.