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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 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, a deep understanding of operational processes, and a hands-on approach to product delivery.

Tasks

  • Define and champion the product vision, strategy, and roadmap for all applications and platforms utilized by Richemont's CRCs, aligning with business objectives, client experience goals, and omni-channel needs.
  • 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.
  • Collaborate extensively with CRC operations, Group Technology, Maisons responsible teams, and external vendors to gather requirements, orchestrate expectations, and ensure product solutions meet diverse business needs.
  • Own the end-to-end product lifecycle, from discovery, ideation, and requirements gathering to development, launch, adoption, and post-launch optimization.
  • 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.
  • 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.
  • Champion process excellence, identifying opportunities to streamline workflows, automate tasks, and improve operational efficiency through technological solutions.
  • Define key performance indicators (KPIs), monitor product performance, analyse user feedback, and leverage data insights to inform product decisions and drive continuous improvement.
  • Ensure all product developments adhere to Richemont's data privacy, security, and compliance standards.
  • Stay abreast of industry trends, emerging technologies, and competitor activities in the contact center space to identify innovative opportunities.

Requirements

  • 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.
  • 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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Über uns
Richemont ist ein international tätiger Schweizer Luxusgüterkonzern mit Sitz in Bellevue und entwickelt, produziert und vertreibt Schmuck, Uhren, Lederwaren, Mode und Accessoires. Das Unternehmen vereint zahlreiche Luxusmarken unter einem Dach und organisiert seine Aktivitäten in Bereichen wie Schmuck, Uhren und weitere Luxusgüter. Richemont ist weltweit tätig und bedient Kunden über ein globales Netzwerk von Boutiquen und Vertriebskanälen.
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