Product Manager - Customer Relations Centers (CRCs)

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.

YOUR MISSION:

The Product Manager - CRCs will play a pivotal role in defining, developing, and optimizing the digital products and tools that empower Richemont's Customer Relations Centers (CRCs) teams.

This senior position is responsible for enhancing the client experience by ensuring our CRC ambassadors have best-in-class technology and streamlined processes to efficiently and effectively manage client inquiries and transactions, primarily over the phone.

The role requires a strategic vision for the future of client technology, coupled with a deep understanding of operational processes and a hands-on approach to product delivery.

HOW WILL YOU MAKE AN IMPACT?

• Product Strategy & Vision: Define and champion the product vision, strategy, and roadmap for all applications and platforms utilized by Richemont's CRCs, aligning with overall business objectives and client experience goals and omni-channel needs.

• Leadership & Oversight: Act as a leader, overseeing and guiding product teams responsible for the development and continuous improvement of CRC-facing products. Provide mentorship and strategic direction to ensure consistent product excellence.

• Stakeholder Management: Collaborate extensively with CRC operations, Group Technology and Maisons responsible teams. Manage as well external vendors to gather requirements, orchestrate expectations, and ensure product solutions meet diverse business needs.

• Product Lifecycle mindset: Own the end-to-end product lifecycle, from discovery, ideation, and requirements gathering to development, launch, adoption, and post-launch optimization.

• Roadmap & Backlog Management: Develop and maintain a clear, prioritized product roadmap and backlog, ensuring features deliver maximum business value, enhance agent efficiency, and improve the overall client journey.

• Technology Expertise: Drive the strategic adoption and optimization of key technologies within the CRC ecosystem, with a strong focus on Salesforce (particularly Service Cloud) and integrated telephony solutions.

• Process Optimization: Champion a business profile rooted in process excellence, identifying opportunities to streamline workflows, automate tasks, and improve operational efficiency through technological solutions.

• Performance Analysis: Define key performance indicators (KPIs), monitor product performance, analyse user feedback, and leverage data insights to inform product decisions and drive continuous improvement.

• Compliance & Security: Ensure all product developments adhere to Richemont's data privacy, security, and compliance standards.

• Market & Trend Analysis: Stay abreast of industry trends, emerging technologies, and competitor activities in the contact center space to identify innovative opportunities.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

Education:

• Bachelor's degree in Business, Computer Science, Engineering, or a related field.

• A Master's degree or relevant certifications (e.g., CSPO, SAFe Product Owner/Product Manager) are a plus.

Skills and Experience:

• Minimum of 8-10 years of progressive experience in Product Management or Senior Product Ownership roles, with a significant focus on customer service, contact center, or client relations technologies. Certifications in the space are considered a plus.

• Demonstrated expertise in managing products related to Salesforce (e.g., Service Cloud, Sales Cloud, Experience Cloud) and integrated telephony platforms (e.g., Genesys, Vonage, AWS, Twilio, Avaya).

• Strong business acumen with a deep understanding of operational processes within a customer service environment, particularly for phone-based client inquiries.

• Proven ability to define and drive product strategy, translating complex business needs into clear product requirements and user stories.

• Strong experience leading and inspiring cross-functional teams in an Agile development environment.

• Exceptional stakeholder management, communication, and presentation skills, with the ability to influence and engage effectively at all levels of the organization.

• Strategic thinker with a hands-on approach to problem-solving, execution, and continuous improvement.

• Analytical mindset with the ability to use data to inform decisions and measure impact.

• Experience in the luxury retail or high-end service industry is a significant advantage.

• Fluency in both English and French (written and spoken) is mandatory

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