Business Applications Excellence Manager - Client Relations Center

At Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities. 

Job mission  

The role of the Business Applications Excellence Manager is to manage and lead system support activity, enhancements, functionality, testing, and training initiatives associated with all the Cartier NA Client Relations Center (CRC) integrated tools.  

Main accountabilities/objective of the position 

Key Responsibilities 

• Key Application Oversight 

• Serve as the first point of contact and coordinator for all members of the CRC when they encounter technical issues or have inquiries about digital tools best practices.  

• Master a strong knowledge of CRC systems and assess new opportunities to develop efficiency in collaboration with Cartier leadership 

• Serve as the Subject Matter Expert to all eCommerce, CRM and Aftersales related procedures and best practices 

• Exhibit strong communication and problem-solving skills by collaborating effectively with the CRC Operations team, Regional eCommerce, IT teams & Customer Service functions 

• Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task daily between those tools 

• Act as a DRI (Directly Responsible Individual) for most of Cartier CRC related system roadmap planning and roll-out. Support Group, regional or local initiatives of new technology implementation, including full or partial project management life cycle 

• Ability to coordinate or perform all User Acceptance Testing of enhancements, new functionality, and releases 

• Business Excellence 

• Perform and manage frequent system audits to ensure systems are functioning appropriately,  are being used as intended and that we are compliant with policies and procedures within the systems 

• Act as liaison with International partners, local IT and any other relevant business partners needed for awareness or action 

• Strong influencing and organizational skills, with ability to build consensus among multiple levels and functions within the organization 

• Partner with the Business Excellence and Training Manager to coordinate and facilitate user training on systems related topics 

Qualifications: 

• Education 

• Bachelor’s degree in Information Systems, Computer Science, Business Administration, or related field preferred 

• Required experience 

• 3+ years of business operations experience in two (2) or more of the following areas:  

• Support Salesforce Service Cloud (SFSC) and/or Salesforce Commerce Cloud (SFCC) ecosystem 

• Project and ticket management using Atlassian Jira/Confluence or similar tools 

• Gathering input and surveys of current system usage and grooming them into technical incidents   

• Proven experience leading, gathering business requirements and/or have handled some project deployment 

• Substantial knowledge of retail, eCommerce, Logistics business structure is a plus 

• Technical Skills/ abilities  

• Comfort and experience with MS Office Suite and digital communication required 

• Salesforce, Vonage, SAP, or other CRM/sales tool experience a plus 

• Management or People leadership experience  

• Direct report management experience required 

• Prior experience scheduling and leading a team preferred   

• Personal skills: Communication/ Influencing 

• Must display a high level of maturity, poise, and finesse to work with leadership and stakeholders within Richemont 

• Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously and with precision 

• Entrepreneurial spirit demonstrated by ability to work effectively with limited supervision 

• Excellent verbal and written communication skills. 

We Offer:

We care about our associate's health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change. At Richemont, We Craft the Future!