UK Customer Service Director

Richemont; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player in luxury goods seeks a dynamic individual to lead customer service operations. This role involves optimizing service delivery, enhancing client satisfaction, and fostering strong partnerships with internal and external stakeholders. You will mentor and develop teams while ensuring adherence to policies and performance metrics. If you thrive in a fast-paced environment and possess a client-oriented mindset, this opportunity is perfect for you. Join a diverse organization that values creativity, integrity, and continuous improvement in every aspect of its operations.

Qualifications

• Experience in Customer Service, preferably in the luxury industry.
• Strong leadership and team development skills.

Responsibilities

• Manage the UK RCS platform to ensure the best level of service.
• Optimize internal workflows and lead business transformation projects.

Skills

Customer Service

Leadership

Problem-solving

Interpersonal Skills

Organizational Skills

Continuous Improvement Mindset

Education

Experience in Luxury Industry

ERP System Experience (e.g., SAP)

Job description

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, and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products that align with our Maisons’ 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, team development, efficiency, and profitability.
4. Collaborate with key stakeholders (Group & Regional RCS teams, Local Maisons & Manufacturers) on implementing new or optimizing existing projects.

Performance management and operational excellence:

1. Coordinate and 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. Optimize internal workflows, lead continuous improvement, and business transformation projects.
5. Manage the CS budget aligned with Maisons’ strategies and Group guidelines.
6. Resolve escalated customer issues promptly and effectively.

Business partnering with internal & external partners:

1. Handle interactions with partners professionally, empathetically, and with a focus on long-term relationships.
2. Develop and maintain strong partnerships with Maisons for sustainable growth.
3. Support Maisons in strategic CRM campaign preparation and activation.
4. Contribute to growth by developing CS activities tailored to specific needs (e.g., Jewelry).
5. Build relationships with external partners and understand their needs through regular visits and follow-ups.
6. Expand the network of external authorized repair centers.

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, preferably in the luxury industry.
2. Client-oriented mindset.
3. Ability to thrive 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. ERP system experience 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, collegiality, loyalty, and solidarity.
• We promote empathy, curiosity, courage, humility, and integrity.
• We are committed to caring for the world we live in.

YOUR JOURNEY WITH US:

Our recruitment process aims to provide valuable exposure to key decision-makers and influencers:

• Initial screening call with Richemont Talent Team.