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 Customer Service Manager to lead and optimize their UK operations. This role emphasizes client satisfaction and operational excellence, requiring strong leadership and interpersonal skills. You will manage relationships with internal and external partners, ensuring adherence to policies and driving continuous improvement. Join a diverse team that values empathy, curiosity, and integrity, and be part of a company that fosters untapped potential while delivering exceptional service to clients. If you thrive in a fast-paced environment and are passionate about luxury, this opportunity is for you.

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.
• Oversee the repair process and internal operations across departments.
• Lead, mentor, and develop teams; identify relevant training opportunities.

Skills

Customer Service Experience

Leadership Skills

Interpersonal Skills

Organizational Skills

Problem-Solving Mindset

Tools

ERP Systems (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?

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

Performance management and operational excellence:

• Oversee the repair process and internal operations across departments (Administration, CS Logistics, Technical, Communication)
• Ensure adherence to Group and Maisons policies
• Monitor RCS KPIs (lead time, quality, productivity, customer satisfaction) and implement action plans
• Optimize internal workflows, lead continuous improvement and transformation projects
• Manage the CS budget aligned with Maisons’ strategies and Group guidelines
• Address escalated customer issues promptly and effectively

Business partnering with internal & external partners:

• Handle interactions with partners professionally and empathetically to build long-term relationships
• Develop strong partnerships with Maisons for sustainable growth
• Support strategic CRM campaigns for the Maisons
• Contribute to growth by developing CS activities tailored to specific needs (e.g., Jewelry)
• Maintain relationships with external authorized repair centers through regular visits and follow-up

Leadership & Team management:

• Lead, mentor, and develop teams; identify relevant training opportunities
• Set performance objectives, provide feedback, and conduct reviews
• Foster a positive, collaborative work environment
• Define recruitment strategies and ensure adequate staffing

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Experience in Customer Service, preferably in the luxury industry
• Client-oriented mindset
• Ability to thrive in a fast-paced, evolving environment
• Strong leadership and team development skills
• Excellent interpersonal and communication skills
• Continuous improvement and problem-solving mindset
• Organizational skills
• Experience with ERP systems like SAP is a plus

WHAT MAKES OUR GROUP DIFFERENT?

Our true power lies in our diversity—arts, cultures, human skills—and our ability to foster untapped potential. We value freedom, collegiality, loyalty, and solidarity. We promote empathy, curiosity, courage, humility, and integrity. We also care for the world we live in.

YOUR JOURNEY WITH US:

We aim to provide a valuable recruitment process, giving you exposure to key decision-makers and influential individuals:

• Initial screening call with Richemont Talent Team