Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

The AVP, Client Relations Center (“CRC”) leads a team responsible for supporting new and existing Cartier customers through different touchpoints (phone calls, emails, SMS, live chat) ensuring that our clients receive the highest level of service and satisfaction, in alignment with the Maison objectives. As a strong people leader, the AVP, CRC will play a crucial role in developing and mentoring our client relations team, fostering a client centric culture, strong operational expertise, customer excellence and continuous improvement.  The Client Relations team operates out of Dallas, TX with remote functions, servicing our retail and e-commerce channels for US and Canada.  The AVP Client Relations Center will oversee day-to-day operations, leading and developing a large team, maintaining levels of uncompromised excellence in all aspects of the business while driving change and progress.  This position is based in Dallas, Texas.

Key responsibilities include, but are not limited to:

Client Excellence:

• Lead Teams to drive operational excellence, developing business strategies to fill gaps and elevate the client experience.
• Foster a culture of excellence, growth, and accountability, maintaining proactive and transparent communication across all levels.
• Set and communicate performance standards that are specific and measurable, and in support of the Maison mission.

Business Excellence and Performance:

• Align the wider strategic goals of Cartier North America and identify and communicate consistently how the CRC will contribute to this vision
• Lead monthly business performance, manage KPIs and SLAs and actively identify opportunities at the team and individual level for process, service, and team improvements
• Consistently monitor the CRC’s productivity including fraud rate, handle rate, service level, call time, escalations and revenue while continuously identifying opportunities to further drive the business.  Assess service statistics, recommend, and implement strategies to improve the quality of service and productivity
• Develop policies and procedures for internal processes and flows to support service, sales and omnichannel queries
• Proactively look outside the business, to competitors & other luxury players to identify trends and best practices from across the industry
• Instill a sense of accountability within CRC ensuring all employees understand and deliver to expectations
• Serve as the champion of the Client Relations Center throughout the greater organization. Develop key relationships across the retail network, corporate and global colleagues ensuring to maximized partnerships for all areas of CRC
• Represent the needs of the CRC across all factors of the business and effectively communicate strategies to drive change

Operational Excellence and Continuous Improvement:

• Based on deep analysis and evolving performance, continuously develop and implement initiatives that further optimize business performance and the Client experience
• Working in collaboration with functional directors in identifying opportunities to maximize technological and operational solutions to further support our teams efforts in delivering an elevated and seamless Client experience.
• Vigilantly manage operational excellence across all elements of the organization especially workforce management, scheduling, fraud and forecasting
• Consistently champion standards of excellence, monitor delivery and identify continuous opportunities to further delight our Clients
• Partner cross-functionally to ensure end-to-end process standardization and consistent documentation to align best practices locally, regionally, and globally.
• Develop strong working relationships across Retail and E-Commerce organizations to always deliver a seamless and best-in-class omnichannel experience for the Cartier client
• In conjunction with Training Director, drive and develop new training programs that continuously improve client experience and service levels that will lead to the most cost-efficient and service-maximized result

Innovation:

• In partnership with the Director of Innovation, ensure the CSC is maximizing efficiencies and client experience through technology, innovation, AI and ways of working
• Continuously inspire and advocate for an innovative & creative mindset within CSC to identify and drive solutions
• Embed the value of AI throughout the organization and clearly and consistently communicate best practices

Team Development:

• Lead and develop a team of 70+ members to deliver a consistent client service experience.
• Inspire and lead a diverse & inclusive team, creating a sense of belonging for all employees

• Coach team managers to implement effective culture with strong team motivation, onboarding, accountability, development and retention
• Provide continuous thought leadership around career pathing to secure top employee engagement and retention while driving the overall CRC strategy.
• Implement efficient performance review programs to support coaching conversations

• Support recruitment, maintain a talent pipeline in partnership with HR to ensure team productivity and high-quality talent
• Develop talent strategy and continuous evaluation of CRC organization (or ways of working) to ensure business continuity and results

Client Escalations

• Manage team dedicated to executive escalations and sensitive matters.
• Develop a system of actions, order management and escalations to ensure speed, quality and satisfaction of client queries

Profile/Qualifications:

The ideal candidate will have a minimum of 15 years of leadership or management experience, and at least 8 years in a similar role managing leaders and large work teams (70+ total scope).  Deep Experience working within an in-house call center environment which supports multi-channel is mandatory. 

• 15+ years in client service, and/or client experience positions in a complex, high volume and growth-oriented business setting (preferably in a luxury environment)
• Significant experience in leading customer experience teams
• Ability to simplify complex situations and focus on value and effectiveness
• Strong leadership skills and a proven ability to attract, develop, retain and motivate a team
• Excellent communication and high interpersonal abilities to effectively lead a team, manage client issues and build relationships with corporate partners
• Strong analytic and insight skills: ability to deep dive data and translate into actionable recommendations
• Strong problem-solving approach to be strategic with client-specific issues
• Process oriented with ability to manage long-term and short-term projects in parallel
• Strong knowledge of client center systems and tools, salesforce experience a plus
• Luxury brand sensibility: in terms of expectations, assessment and client experience

We Offer

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work-life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Expected Salary Range: $175,000 - 200,000, bonus eligible

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