Richemont Retail Applications Manager

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

• Lead the stable operation of retail applications and the introduction and adoption of new features and business processes.
• Investigate and resolve incidents and service requests related to retail applications.
• Assess business impact and lead root-cause analysis across applications, data, access, devices, and networks.
• Own complex issues through effective escalation, user confirmation, and closure.
• Plan and coordinate functional, integration, regression, and user acceptance testing to ensure delivery quality.
• Define business scenarios, test data, expected results, and evidence, and coordinate defect retesting.
• Provide release-readiness recommendations and lead initial post-release stabilisation.
• Lead readiness, communication, and training for new features and business-process changes.
• Create and maintain user guides, FAQs, quick references, and related materials.
• Identify adoption barriers and drive improvement plans with relevant stakeholders.
• Coordinate boutique deployments, go-live, and early-life support onsite or remotely.
• Maintain knowledge articles, troubleshooting guides, and support procedures.
• Analyse recurring issues and recommend prevention, simplification, automation, and user-experience improvements.

Qualifications

• Experience supporting business applications such as POS, retail, inventory, order management, CRM, or ERP.
• Experience in incident investigation, troubleshooting, testing, releases, or go-live support.
• Understanding of retail processes such as sales, inventory, returns and exchanges, customer orders, and payments.
• Ability to analyse issues across applications, data, access, integrations, devices, and networks.
• Experience using an IT service-management tool and a basic understanding of incident, problem, change, and knowledge management.
• Ability to align multiple stakeholders, clarify priorities, risks, and decisions, and drive outcomes.
• Strong Japanese communication skills and working proficiency in English.
• Ability to travel to boutiques and provide onsite support when required.
• Experience in luxury retail or another high-touch customer-service environment is preferred.
• Knowledge or experience in SAP-related processes, application monitoring, ITIL, training, or project management is preferred.

Skills

Experience

Three or more years of L2 or equivalent application-support experience.

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.