Reference Code:  12789

RCS Administration & Regional SP Operations Manager


Dubai, DU, AE


Richemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.



The RCS Administration & Regional SP Operations Manager has as main mission:


  • Managing Platform’s external relationships for repairs and spare parts
    • B2B contacts (internal and external Boutiques, authorized and non auth. Retailers)
    • Richemont Customer Relationship Center (CRC)
    • Central Brands
    • Local Brands representatives


  • Managing back office administrative operations and ensuring continuous flow at every step


  • Managing the repairs logistics within the zone


  • Managing the Regional spare parts stock


  • Being the key contact between Brands and Markets in order to reinforce an integrated supply chain


KEY RESPONSIBILITY 1/ Operational Management:


  • Ensure Group and Brands policies are applied
  • Co-ordinate the internal operations of the back office administration, customer contact and logistics.
  • Lead Platform daily ‘Morning meetings’
  • Ensure the overall leadtime performance, quality and Customer satisfaction
  • Optimize internal flows
  • Lead continuous improvement and business transformation projects
  • Be responsible for proposing and controlling CS admin budget, according to the group strategy




  • Ensure spare parts availability and replenishment for the CS Platforms, Boutiques and authorized Wholesalers/Repairers of the region
    • Follow-up all flows (including returns)
    • Follow-up logistic execution performance


  • Manage and/or control upstream and downstream regional flows
    • Ensure timely spare parts deliveries from RID/Manufactures to regional warehouse, and from regional warehouse to all repair locations
    • Follow-up shortages and take necessary actions
    • Monitor reverse logistic from local markets to RID/Manufactures
    • Provide supplying dates for all spare parts requested to enable End-Clients proper communication
    • Control and release manual orders


  • Monitor regional stock
    • Contribute to stock assortment proposed by the Maisons
    • Follow-up stock value evolution (destocking…)


  • Follow-up on Performance
    • Supply chain execution : warehouse inbound and outbound indicators
    • Straps & accessories supply for repairs
    • Monitor reverse logistic from local workshops to regional warehouse


  • Ensure kit-boxes implementation across the Region
  • Contribute to all Group projects (Gemini, reporting, integrations…)
  • Coordinate external supplies
    • Define the list of regional Suppliers for local supplies (all materials out of spare parts scope)
    • Negotiate prices
    • Control purchases


KEY RESPONSIBILITY 3/ Audits and Inventories


  • Organize and perform yearly inventories
  • Organize and perform rotating inventories
  • Share with the team results of the inventories and share responsibilities
  • Perform audits on client communications such as estimates sent or emails


KEY RESPONSIBILITY 4/ Projects and Continuous Improvement


  • Initiate Transversal/Department projects
  • Implement STREAM model & Procedures
  • Assess the needs for improvement of the department
  • Present new projects to the manager and follow up (action plan)


KEY RESPONSIBILITY 5/ Resources Management & Staffing


  • Apply the Group and Brands template organization for RCS Customer Contact & Back Office
  • Lead daily ‘Morning meetings’ and back-up
  • Allocation of the workload between Operators, manage priorities, prevent from any backlog in operations
  • Conduct performance appraisals, monitors and authorizes day-off, vacation & Sick Leaves
  • Act as a trainer/coach for the team and individuals
  • Update any changes (job descriptions), proposes replacements and participates in the hiring steps
  • Develop & manage the team careers. Identify and develop talents
  • Maintain a 5S work environment for Customer Contact & Back Office


KEY INDICATORS (Group indicators):


  • Lead-time service level
  • Registration leadtime
  • Estimate leadtime
  • Invoicing leadtime
  • Data monitoring / Quality of repairs estimation and invoicing (e.g.: accuracy and limited use of generics) / Productivity
  • Booster : % of on-line estimate answers and % of on-line spare parts orders
  • Boutiques : % of pre-approved estimates
  • Delivery times
  • Productivity (STO)
  • General service level agreement




Educational Background

Senior sale associate with back office experience

Technical/Work-based Skills or specific knowledge (Must Have)


- Advanced computer knowledge / excel, word, pdf

- English fluent speaking and reading

- Good communication and commercial skills

- Master several languages is a plus

- Management skills


3-5 years job activity as a senior sale associate

Personal Skills/Attributes

General characteristics required to do the job effectively

  • Communication & people management skills
  • Good interpersonal skills with a sound awareness of various cultures and work ethic
  • Ability to work under pressure and demonstrate
  • high standards of Customer Service with a view of
  • Customer satisfaction
  • Team player Work well individually or as a part of a multi skilled team
  • Strong in Integrity & Trustworthy




  • Technical team
  • Supply and Matching team
  • Warehouse logistics team
  • Boutique CS associates
  • External partners and suppliers
  • Brands CS




Level of Autonomy 


  • Defines recommendations and proposes optimization solutions in a less structured environment. Subject to broad practices and procedures covered by functional policies, achievement of a circumscribed operational activity, and to managerial direction.  Freedom in the use of the means to achieve 3-6 months projects


Key Recommendations/Decisions you will be expected to make:


  • Intervention: priority setting / work load distribution
  • Environment / Organization: administration working presence planning / 5S application