CRC Manager

Richemont

Luxury Goods u. Accessoires

Amsterdam, Noord-Holland - Niederlande

Bereichsleiter / Senior Manager

Experteer Overview

In this regional leadership role, you define and drive the European CRC strategy, aligning with the Group’s digital agenda and Maison priorities. You lead multi-Maison CRC and Business Excellence teams to deliver outstanding client experiences, strengthen brand equity, and achieve commercial targets. You champion a client-centric approach, leverage digital innovation, and partner with senior management to ensure operational and strategic excellence. You will shape Europe-wide initiatives and oversee governance, budgeting, and performance analytics.

Verantwortungsbereiche

Define and drive the regional CRC strategy aligned with the Group’s digital strategy and Maison priorities
Set and monitor KPIs and targets for the CRC to support business objectives
Own the annual action plan to deliver commercial and operational targets and adjust as needed
Assess regional business model against market trends and recommend adjustments
Gather market insights and lead implementation of innovative ideas to strengthen brand equity and market share
Support the CDTO in budgeting and strategic planning
Manage regional digital P&L and report performance to top management
Prepare annual budget forecasts and resource prioritization
Assess operational and business risks and support senior-management decisions
Act as CRC ambassador to senior management, Maisons, Functions and external partners
Ensure regular, structured communication on strategy and actions with stakeholders
Guarantee first-class service delivery and monitor operational KPIs with corrective actions
Manage volumes and staffing forecasts to meet seasonality and SLAs
Develop and review enhanced CRC analytics with Business Performance team
Identify process improvements, tools, and digital solutions for client experience and efficiency
Coordinate across Business Excellence, E-commerce Operations and L2 support for synergies
Ensure full process documentation and compliance with Group procedures and laws
Explore CRC services expansion (e.g., clienteling) and integration of AI into CRC activities
Lead end-to-end integration of AI to improve quality, knowledge management, and case resolution
Ensure consistency of Group and Maison processes within scope

Zentrale Anforderungen

7+ years of leadership experience in digital or CRC management with track record translating objectives into digital strategy
Strong analytical skills for data-driven decision-making
Entrepreneurial, proactive, and solution-oriented with independent execution capability
Inspirational leader who can motivate teams and foster collaboration
Experience in stakeholder engagement and international project management
Solid understanding of end-to-end business processes (order management, inventory, customer service)
Digital acumen and interest in new technologies
Ability to manage ambiguity and change effectively
Bachelor or Master in Digital, Business, Operations Management, or related field
Fluent in English; knowledge of French, Italian, Dutch, or German is a plus
Experience in luxury industry is a plus

client-centric mindset team leadership and coaching stakeholder management digital strategy P&L management performance analytics

Stellenbeschreibung

In this regional leadership role, you define and drive the European CRC strategy, aligning with the Group’s digital agenda and Maison priori…

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