Richemont Salesforce Technology Support Specialist

About Richemont

Richemont is a Switzerland-based luxury goods group that houses a portfolio of maisons across watches, jewellery and specialised luxury goods, including internationally known maisons such as Cartier, Montblanc and IWC. As a global luxury conglomerate, Richemont operates a matrix of maison-level and group-level functions to support retail, clienteling and wholesale operations.

Role & Responsibilities

• Assist local and group technology teams with testing of Salesforce and related systems changes as well as new software enhancements
• Coordinate and participate in user acceptance testing (UAT) activities
• Develop and maintain systems technical and user documentation for regional projects and communicate documentation to key users
• Support seamless customer journey through backend and Client Relation Center solutions
• Understand and manage data governance across the Salesforce Richemont application landscape
• Support and advise key users in problem determination for issues relating to Salesforce and the Richemont landscape via ServiceNow and Jira, providing guidelines on incident management and answering functional and process questions
• Conduct systematic review with Group Technology Level 3 support on open tickets, including collected information, follow-up, and required escalations
• Troubleshoot user access and roles management issues within Salesforce
• Validate data synchronization between Salesforce and source systems such as SAP
• Validate issues priority and severity
• Assist key users with report creation and data extractions
• Act as liaison between local business and Group Technology for Salesforce-supported applications, bringing key users into discussions to clarify expectations
• Support Salesforce Richemont tools and interfaces with other systems
• Meet regularly with business representatives to discuss issues and top priorities
• Collaborate with service desk, information security, and connectivity teams as needed
• Participate in cross-functional support initiatives
• Develop business understanding and support relationships with business users
• Discuss and review business processes for optimization
• Maintain and understand call plan development, create and disable users in Vonage
• Provide workarounds and alternative solutions for determined problems and validate enhancement request technical aspects with business users
• Assist local and group technology teams in development, design, and implementation of Salesforce and Client Relation Center system enhancements
• Understand project implementation considering Salesforce application support requirements
• Provide Salesforce key users training on new system functionalities

Qualifications

• 3–5 years of experience with Salesforce ecosystem
• Hands-on experience with Salesforce Service Cloud and Salesforce Commerce Cloud
• Proven experience integrating third-party platforms and tools into Salesforce
• Demonstrated expertise in Salesforce integration with SAP
• In-depth experience troubleshooting user access and roles management issues
• Proven track record leading, owning, and delivering Salesforce-related projects with minimal mentorship
• Salesforce Customer 360 and Service Cloud certifications
• In-depth knowledge of Salesforce user setup, security, roles, access management, and reporting tools and techniques
• Proficiency with Microsoft Office Suite
• Excellent written and verbal communication skills
• Customer-focused mindset and demonstrated commitment to service excellence
• Self-motivated with strong ability to work independently
• Proven ability to collaborate with customers to define issues and develop plans of action with flexibility
• Detail-oriented with exceptional attention to accuracy
• Ability to effectively manage multiple tasks simultaneously
• Strong problem-solving skills and working knowledge of project management
• Ability to work in diverse, dynamic environments and collaborate effectively across teams
• Exceptional interpersonal skills with demonstrated ability to work with both technical and functional audiences

Skills

Experience

3–5 years of experience supporting Salesforce ecosystems in a technical support or systems administration capacity, with demonstrated expertise in troubleshooting user access issues, managing system integrations, and leading Salesforce projects with minimal mentorship.

Education

College education or technical school training in Computer Science, Computer Engineering, or related technical field.

Workplace

Benefits

Medical, dental, and vision programs; health savings accounts and flexible spending accounts; life insurance, disability benefits, and 401(k) with employer match; paid time off; wellness reimbursement benefit; access to employee assistance program; volunteer days off for community engagement.

Culture

Richemont blends maison-level craftsmanship and creativity with group-scale operational rigour, fostering a culture that values discretion, high standards and cross-functional collaboration. Employees work within a matrix of brand specialists and central teams, where technical partners support world-class client experiences across retail and wholesale.

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.