CRM & Ecommerce Excellence Lead

US04 Richemont North America, Inc.; Grand Prairie (TX); On-site; USD 115,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with employer match

Wellness reimbursement

Paid time off

Job summary

Richemont North America, Inc. is seeking a Business Applications Excellence Manager to drive strategic technology management across CRC. You will coordinate product and systems enhancements, lead UAT, and translate technical updates into clear operational guidance for cross-functional teams, including Operations and IT.

A strong CRM/eCommerce background is essential. You will also develop reporting dashboards, analyze service metrics, and partner with global teams to improve ambassador

Qualifications

• Degree in Information Systems, Computer Science, Business Administration, or related field preferred.
• 3+ years of business operations experience with Salesforce Service Cloud and/or Salesforce Commerce Cloud.
• Experience with Jira/Confluence or similar ticketing tools.
• Ability to translate requirements into actionable work for Product, Engineering, or Technology teams.
• Background in retail, customer experience, or omnichannel operations is a plus.

Responsibilities

• Serve as CRC first point of contact for Product and Technology tool support and guidance.
• Act as SME for eCommerce and CRM procedures and best practices.
• Coordinate with IT, Operations, and regional teams to implement enhancements and testing.
• Lead user acceptance testing and translate updates into operational impacts.
• Develop dashboards and analytics to monitor service levels and advisor productivity.

Skills

Communication

Stakeholder management

UAT facilitation

Data storytelling

Cross-functional collaboration

Education

Degree in Information Systems

Tools

Salesforce Service Cloud

Salesforce Commerce Cloud

Jira/Confluence

Power BI

Looker

Excel

Job description

Richemont North America, Inc. is seeking a Business Applications Excellence Manager to drive strategic technology management across CRC. You will coordinate product and systems enhancements, lead UAT, and translate technical updates into clear operational guidance for cross-functional teams, including Operations and IT.

A strong CRM/eCommerce background is essential. You will also develop reporting dashboards, analyze service metrics, and partner with global teams to improve ambassador