Business Applications Excellence Manager, Client Relations Center

Reference code: JR132038

The story of Cartier is founded on curiosity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 10,000+ colleagues of more than 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison's heritage by pushing the boundaries of creativity and innovation.

At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

HOW YOU WILL MAKE AN IMPACT

Job mission

The role of the Business Applications Excellence Manager is focused on strategic technology management. They will be a cross-functional liaison, leveraging data and insights to ensure smooth deployments of product, system, and process enhancements for the Cartier NA Client Relations Center (CRC).

This role will manage system support activity, enhancements, functionality, testing, and training initiatives associated with the CRC, Product, Technology, and Operations teams. It will prioritize clear and effective translation of product changes into operational plans to improve CRC Ambassador efficiency.

Main accountabilities/objective of the position

Key Responsibilities

Cross-Functional Technology Management

• Serve as the CRC's first point of contact and coordinator for Product and Technology tool support, implementation, and guidance
• Serve as a Subject Matter Expert for eCommerce and CRM-related procedures and best practices
• Master a strong knowledge of CRC systems and assess new opportunities for efficient collaboration with corporate teams as well as Operations, Regional eCommerce, and IT teams
• Act as a DRI (Directly Responsible Individual) for most of Cartier CRC-related system roadmap planning and roll-out.
• Ability to coordinate or perform all User Acceptance Testing of enhancements, new functionality, and releases
• Translate technical updates into clear operational impacts and readiness requirements (training, volume shifts, changes to workflows, impacts to KPIs)
• Participate in sprint reviews, UAT, and feature validation to ensure CRC use cases are represented

Data, Reporting & Analytics

• Creation and validation of reporting dashboards connected to local CRC systems as well as larger global initiatives.
• Partner with Quality, WFM, and Operations leaders to analyze drivers of service level, abandon rates, capacity constraints, and advisor productivity
• Leverage CRC performance dashboards and reports (SL, ASA, AHT, case cycle times, digital/contact channel insights, etc.) to identify relevant trends and priorities
• Proactively identify anomalies, risks, or performance shifts and escalate insights to the appropriate leadership teams

Business Excellence

• Act as liaison with international partners, local IT and any other business partners needed for awareness or action
• Perform and manage frequent system audits to ensure systems are functioning appropriately, are being used as intended and that we are compliant with policies and procedures within the systems
• Partner with the Business Excellence and Training Manager to coordinate and facilitate user training on systems related topics
• Strong influencing and organizational skills, with ability to build consensus among multiple levels and functions within the organization

Qualifications:

Education

• Degree in Information Systems, Computer Science, Business Administration, or related field preferred

Required experience

• 3+ years of business operations experience in two (2) or more of the following areas:

• Support Salesforce Service Cloud (SFSC) and/or Salesforce Commerce Cloud (SFCC) ecosystem

• Project and ticket management using Atlassian Jira/Confluence or similar tools

• Collecting and streamlining feedback of current system usage into technical incidents

• Proven experience organizing business requirements across Product, Engineering, or Technology teams and translating them into actions for Client or Employee Experience projects

• Experience in retail, customer experience, or global client relations organizations with omnichannel operations (phone, chat, email, social)

• Substantial knowledge of retail, eCommerce, Logistics business structure is a plus

Technical Skills/ abilities

• Understanding of CRM, telephony, and case management technologies (Salesforce Service Cloud, Vonage, SAP, Calabrio, etc.)
• Solid understanding of contact center analytics, operations metrics, and journey-level data
• Ability to support UAT, feature validation, and user readiness activities
• Strong skills in data analysis and visualization (Excel, Power BI, Looker, or similar) with comfort building automated, scalable reporting solutions

Management or People leadership experience

• Prior experience in project and people management (leading a team) preferred

Personal skills: Communication/ Influencing

• Curiosity, proactivity, and the ability to anticipate needs before they become issues
• Excellent verbal and written communication skills, especially regarding presentation of data and translating technical information into simple language
• Must display a high level of maturity, poise, and finesse to work with leadership and stakeholders within Richemont
• Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously

Entrepreneurial spirit demonstrated by ability to work effectively with limited supervision

We Offer

We care about our associates' health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change.

At Richemont, We Craft the Future!

Salary will be negotiated based on relevant skills and experience.

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