UK Customer Service Director

Richemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewelry, watches, fashion, and accessories. Each Maison represents a proud tradition of style, quality, and craftsmanship. Richemont seeks to preserve the heritage and identity of each Maison while also fostering innovation and designing new products aligned with their values through continuous creativity.

HOW WILL YOU MAKE AN IMPACT?

1. Manage the UK RCS platform to ensure the best level of service
2. Ensure Richemont Customer Service (RCS) activities focus on Client Service and Performance to support the strategy and development of our Maisons
3. Deliver Operational Excellence by optimizing activities to maximize client satisfaction, efficiency, team development, and profitability
4. Collaborate with key stakeholders (Group & Regional RCS teams, Local Maisons & Manufacture) on implementing or optimizing projects

Performance management and operational excellence:

1. Oversee the repair process and internal operations across departments (Administration, CS Logistics, Technical, Communication)
2. Ensure adherence to Group and Maisons policies
3. Monitor RCS KPIs (lead time, quality, productivity, customer satisfaction) and implement action plans
4. Lead continuous improvement and transformation projects
5. Manage the CS budget aligned with Maisons’ strategy and Group guidelines
6. Address escalated customer issues promptly and effectively

Business partnering with internal & external partners:

1. Maintain professionalism, empathy, and focus on building long-term relationships with partners
2. Develop strong partnerships with Maisons for sustainable growth
3. Support strategic CRM campaigns for Maisons
4. Grow CS activities according to specific needs (e.g., Jewelry)
5. Build relationships with external partners through regular visits and follow-up
6. Expand the network of external authorized repair centres

Leadership & Team management:

1. Lead, mentor, and develop teams, identifying relevant training needs
2. Set performance objectives, provide feedback, and conduct reviews
3. Foster a positive, collaborative work environment
4. Define recruitment strategies and ensure adequate staffing

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

1. Experience in Customer Service, ideally in luxury industry
2. Client-oriented approach
3. Ability to work in a fast-paced, evolving environment
4. Strong leadership and team development skills
5. Excellent interpersonal and communication skills
6. Mindset focused on continuous improvement and problem solving
7. Organizational skills
8. Experience with ERP systems such as SAP is a plus

WHAT MAKES OUR GROUP DIFFERENT?

Our strength lies in our diversity of arts, cultures, and human skills, fostering untapped potential. We value freedom, loyalty, and solidarity, and promote empathy, curiosity, courage, humility, and integrity. We are committed to caring for our world.

YOUR JOURNEY WITH US:

Our recruitment process is designed to provide exposure to key decision-makers and influential individuals:

• Initial screening call with Richemont Talent Team

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