CRC Program Manager

Richemont

Meyrin, GE, CH

Permanent

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.

CRC Programme Manager

Boosted by the client adoption of digital interactions and shopping habits, the RIC CRC footprint and expertise have grown to support 15 platforms spread around the world. The CRC is a centre of knowledge with unique Client, Product, and process expertise. It brings together a unique blend of technology and people intelligence.

In BU24, the RIC and Maison CRC teams supported brand equity creation by ranking on top of the annual Customer Experience barometer issued by Group Marketing Services, that assesses mystery shopping interactions among top luxury Maisons, and rated RIC Maisons with a score of 69 over an average of 50.

This role plays a central part in realising the CRC transformation journey and advocating for our clients everywhere. Join a team of dedicated experts within the LNR team and support a global community of CRC talents in our Maisons and contribute to developing the unparalleled quality of Richemont CRC’s.

HOW WILL YOU MAKE AN IMPACT?

Program delivery management

Key contributor of programs involving CRC processes and CRC users.
Ensures proper communication of business processes during all key user sessions (training or tests)
Coordinates program delivery impacting the CRC community, with CRC end users
Coordinates change management activities with the end users, measures impact on all business operations.

CRC systems continuous improvement

As a CRC system key user, drives change management strategy and elevates best practices.
Collects and assesses new change requests on our key CRC systems: formalizes requirements and proactively suggest new potential enhancements.
Supports testing and implementation from a business perspective, relays impact to L2 teams in the regions and coordinates change management activities with end users.

CRC Business Performance

Organize periodic Business reviews with Business stakeholders and lead the related continuous improvement plans towards Group CRC KPIs
Build a culture of continuous improvement based on benchmarks and international standards, leveraging the Group adoption of the COPC certification.
Support the development of the CRC Voice of the Customer Program with the Maisons

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

This role provides CRC functional expertise to function and business stakeholders; consequently, the ideal candidate must possess a minimum of 7 years’ business background including experiences in contact center, customer focused consultancy, or customer service. Experience in e-commerce is a strong plus.
Structure and capacity to provide mapping and consolidation of CRC business processes in all regions,
Strong interpersonal and cross-cultural skills to with regional CRC management in both Regions and Maisons.
Capacity to determine tactical steps towards achieving the CRC channel’s strategic vision as part of the Luxury New Retail mandate.
Strong analytical and problem-solving skills.
Project management experience and ability to operate at all stages of project lifecycle, from initial strategy through to full program delivery.

YOUR JOURNEY WITH US:

1. If your application is selected, we will reach out to you ASAP for an informal introductory call.

2. The next step from there would be a first Technical interview with the Digital Operations Director; and if there is a match, you will have a personal meeting with him/her and our HR Business Partner.

#Richemont #WeCraftTheFuture

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