Specialist, CRC Digital Product

Role Overview:

The Client Relations Digital Product and Tools Specialist is responsible for assisting with system support, enhancements, functionalities, and testing initiatives, in addition to supporting business processes & procedures, and all inquiries associated with Van Cleef & Arpels Americas Client Relations Center. The Specialist will play a key role providing feedback to enhance, and adapt existing systems, integrate new features and support developments to improve business efficiency and productivity of the Van Cleef & Arpels Americas Client Relations Center (CRC).

Key Responsibility 1:

CRC Systems Support Specialist:

• Serve as the first point of contact and production support for Brand Ambassadors (CRC agents) when they encounter technical issues or have inquiries about digital tools, business processes & procedures (especially as they relate to the Salesforce & Vonage).
• Serve as the Subject Matter Expert to all CRC, CRM and Aftersales related procedures and best practices within our digital tools.
• Maintains agile approach, using multiple applications and systems daily with ability to multi-task between tools.
• Master knowledge of CRC systems by working within production, utilizing Vonage screen recording, and gathering feedback, to understand local market expectations & usage within CRCs for Salesforce customization

Key Responsibility 2:
Change management & communication:

• Exhibit strong communication and problem-solving skills by collaborating effectively with the CRC Operations team, HQ & IT teams.
• Partner with internal stakeholders throughout Van Cleef & Arpels & Richemont to provide insights, educate, and improve the team’s understanding of our ever-changing client expectations and digital landscape.
• Coordinate & align the key internal stakeholders on the experience of Ambassadors and customers, based on local specificificities – escalate specific enhancements needs when relevant
• Support change management within CRC and e-business teams until and after go-live to maximize users' adoption

Key Responsibility 3:
Operational Support:

• Open and Track tickets (Completed/ Resolved). Liaise with key stakeholders when needed for solutions and enhancements.
• Track and monitor Digital Product Roadmap & planning for Van Cleef & Arpels CRC implementations.
• Support Digital project delivery by coordinating day-to-day tasks required to successfully deliver on projects, releases, and other initiatives.
• Liaise with Regional VCA CRC Trainer for content approval and support user training on systems-related topics.
• Collaborate with VCA CRC Leadership or other stakeholders as required to update Teams & SharePoint, maintaining content on system related topics.
   

Key Responsibility 4:
User Acceptance Testing & Performance monitoring:

• Perform all User Acceptance Testing of enhancements, new functionalities, digital services, and releases. Maintain and communicate on testing status and outcomes with CRC leadership during UAT (User Acceptance Tests) to reach a consensus on Project readiness for rollout.
• In partnership with Van Cleef & Arpels CRC Leadership team, make recommendations and highlight risks or business implications of projects/features.
• Monitor team performance within CRC systems and tools, providing feedback and best practices as needed.
• Liaise with Regional VCA CRC Trainer to provide insights and most re-occurring knowledge gaps related to digital tools and recommend plan of action for improvement.

Qualifications:

Education: Bachelor's degree in information systems, Computer Science, Business Administration, or related field preferred.

Required Experience:

• 2+ years of business operations experience in two (2) or more of the following areas:
• Support Vonage Telephony, Salesforce Service Cloud (SFSC) ecosystem.
• Project and ticket management using Atlassian Jira/Confluence tools or similar is a plus.
• Gathering input and surveys of current system usage and grooming them into technical incidents.
• Proven experience gathering business requirements and/or have handled some project deployment.
• Experience with Service Now or similar platforms to monitor IT ticket requests
• Substantial knowledge of contact center and eCommerce structure is a plus.
• Experience sharing best practices, creating tools, and giving presentations a plus.

Technical Skills/Abilities:

• Previous contact center or retail experience is a plus.
• Salesforce Service Cloud end user experience
• Knowledge of Microsoft Office 365 Product Suite (Word, Excel, PowerPoint, Outlook, SharePoint, Visio).

Personal Skills:

• Must display a high level of maturity, poise, and finesse to work with Van Cleef & Arpels leadership and other stakeholders within Richemont.
• Ability to work in a 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.
• Open availability and willingness to work flexible hours according to business needs.
• Excellent verbal and written communication skills.

Currently, we are not sponsoring work visas.  Applicants must have valid work authorization for employment in the USA.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

More than a job…it’s an experience!  

If you are interested in joining the influential growth of the Maison with care, no compromise, and the drive to succeed then do not hesitate to enter the creative universe of Van Cleef & Arpels.  By joining the Maison, you will be part of a nurturing team focused on delivering excellence and development.

The recruitment process:  

Please complete an application on the Richemont Career Site. 

Selected candidates will be contacted by the HR team for an interview.

This role is annual bonus eligible. Salary will be negotiated based on experience and skills.