Overview
In this role you shape the digital products and tools used by Richemont's Customer Relations Centers to deliver a best-in-class client experience. You own the product vision, roadmaps, and collaboration with CRC operations, Group Technology, and Maisons teams to optimize agent efficiency and client journeys. You will lead cross-functional teams, drive adoption of Salesforce and telephony solutions, and apply data-driven decisions to continuously improve. This position combines strategic thinking with hands-on delivery in a luxury, customer-focused environment.
Verantwortungsbereiche
- Define and champion the product vision, strategy, and roadmap for CRC-facing applications and platforms
- Lead product teams and provide strategic direction to ensure product excellence
- Collaborate with CRC operations, Group Technology, and Maisons teams; manage external vendors
- Own end-to-end product lifecycle from discovery to post-launch optimization
- Develop and maintain a prioritized roadmap and backlog to maximize business value and agent efficiency
- Drive adoption and optimization of key technologies (Salesforce Service Cloud) and integrated telephony
- Identify workflow optimization opportunities and automate tasks to improve operations
- Define KPIs, monitor product performance, and use data insights to inform decisions
- Ensure compliance with data privacy, security, and Richemont standards
- Stay informed on market trends in the contact center space to identify opportunities
Zentrale Anforderungen
- 8-10 years of progressive experience in Product Management or Senior Product Ownership, with focus on customer service or contact center technologies
- Extensive experience with Salesforce (Service Cloud, Sales Cloud, Experience Cloud) and telephony platforms (Genesys, Vonage, AWS, Twilio, Avaya)
- Strong business acumen and understanding of operational processes in customer service, especially phone-based inquiries
- Ability to translate business needs into clear product requirements and user stories
- Proven experience leading cross-functional teams in an Agile environment
- Exceptional stakeholder management, communication, and presentation skills
- Strategic thinker with hands-on problem-solving and continuous improvement approach
- Fluency in English and French (written and spoken)
- Bachelor in Business, Computer Science, Engineering, or related field; Master/certifications a plus
- stakeholder management
- communication
- leadership
- Salesforce Service Cloud
- Sales Cloud
- Experience Cloud
Product Manager - Customer Relations Centers (CRCs) in Meyrin Arbeitgeber: Richemont
Richemont ist ein hervorragender Arbeitgeber, der seinen Mitarbeitern in Düsseldorf die Möglichkeit bietet, in einem dynamischen und kreativen Umfeld zu arbeiten. Mit einem starken Fokus auf Teamarbeit und individueller Entwicklung fördert das Unternehmen eine positive Arbeitskultur, in der jeder Mitarbeiter geschätzt wird. Die Position als Werkstudent im Bereich Welcoming & Retail Experience ermöglicht es Ihnen, wertvolle Erfahrungen in der Luxusbranche zu sammeln und Ihre Fähigkeiten in einem internationalen Unternehmen weiterzuentwickeln.
