- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Retail & Boutique Operations
- Industry
- Fine Watches & Horology
- Posted
- Nov 6, 2026
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.
The Watchmaker provides advanced product and service information, handles complex customer queries and escalations, processes special orders, and maintains customer follow-up and retention activities. The role also supports compliance, service issue resolution, customer check-ins and ongoing professional development.
Role & Responsibilities
- Provide advanced product and service information and answer complex customer questions.
- Respond promptly and appropriately to escalated issues, obtaining managerial approvals as required.
- Identify team noncompliance with organizational policies, procedures, regulatory codes or codes of conduct, and report or escalate issues as appropriate.
- Conduct initial fault isolation and propose resolutions for approval by more senior colleagues to address issues promptly.
- Schedule follow-up actions and enter relevant customer contact information into the CRM system to create call plans and support customer retention and business development.
- Record and process custom or special customer orders, including those with ambiguous delivery expectations.
- Interview customers using a complex, multilevel sales script to clarify requirements, or assist with interviews of potential customers, recording detailed client requirements.
- Lead periodic check-ins with non-key customers to ensure they receive value from the product or service.
- Present additional products or services that may benefit customers during service interactions.
- Develop capabilities through assessment and development planning, formal and informal training, and coaching; maintain knowledge of relevant technology, external regulation and industry best practices through ongoing education, conferences and specialist media.
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.