Richemont MCC Director
- Location
- SeoulSeoulSouth Korea
- Seniority
- Director
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- Posted
- May 26, 2026
About %s
Richemont is a Swiss-based luxury goods group comprising a portfolio of prestigious maisons specialising in watches, high jewellery, writing instruments and leather goods. As a maison-led holding company, Richemont emphasises craftsmanship, long‑term brand stewardship and operational excellence across global retail and client services.
Richemont is recruiting an MCC Director in Seoul to lead customer care and omnichannel client experience for its maisons.
Role & Responsibilities
- Provide strategic leadership and operational oversight for the MCC in Seoul, defining service vision, KPIs and roadmaps to elevate client experience across channels.
- Own P&L accountability and budgetary planning for the MCC, ensuring cost efficiency while safeguarding premium service standards.
- Design and implement omnichannel processes that integrate in‑store, e‑commerce and after‑sales workflows to deliver a seamless client journey.
- Lead, mentor and develop a cross‑functional team (operations, quality assurance, workforce management and training), fostering high performance and talent mobility.
- Collaborate with regional brand teams, retail leadership and IT to deploy CRM initiatives, change programmes and technology enhancements (ticketing, reporting, integration).
- Establish robust performance measurement frameworks (SLAs, CSAT, NPS) and deliver regular insights and action plans to improve service quality and client retention.
- Manage third‑party vendor relationships, service contracts and compliance with data protection and luxury retail standards.
Qualifications
- Proven leadership at director level or equivalent in customer service, contact centre operations or client experience within luxury retail or premium consumer goods.
- Demonstrable experience managing omnichannel service operations, with a track record of delivering measurable improvements in CSAT/NPS and operational efficiency.
- Strong commercial acumen, experience with P&L ownership and budget management.
- Excellent stakeholder management skills with experience working across regional brand teams and IT/CRM partners.
- Fluency in executive reporting, programme governance and change management methodologies.
Skills
Experience
Minimum 8–12 years of progressive experience in customer service or contact centre leadership, preferably within luxury retail or premium consumer brands, including multi‑channel operations and P&L responsibility.
Education
Bachelor's degree in business, hospitality, communications or related discipline; MBA or equivalent postgraduate qualification preferred.
Workplace
The role is situated in Seoul, Seoul, South Korea.
Culture
Richemont cultivates a maison‑centred culture that values craftsmanship, heritage and long‑term brand development. The working environment combines entrepreneurial autonomy at the brand level with group‑wide standards in client service and sustainability, encouraging collaborative problem solving and professional growth.
About %s
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 «Director, Client Services (Korea)», «Head of Customer Care (MCC)», «Director, Multi‑Channel Contact Centre», «Head of Consumer Experience, Korea», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.