E-Boutique Manager

Richemont; Grand Prairie (TX); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Paid time off

Wellness reimbursement

Employee assistance program

Volunteer days off

Job summary

Richemont in Texas seeks a results-driven Call Center Manager to lead a high-performing luxury retail team. You will inspire, coach and optimize customer service delivery across channels, steward KPIs, and partner with sales and L&D to elevate client experiences.

You bring at least four years of leadership in luxury retail call centers, fluency in English, and strong analytics, workflow planning, and CRM skills (Salesforce, SAP).

Qualifications

• Fluent in English with strong communication skills.
• Leadership and team management experience in luxury retail.
• Analytical thinker with data-driven decision making.

Responsibilities

• Inspire and motivate a high-performing team within the luxury retail call center.
• Coordinate omni-channel client experiences and ensure exceptional service levels.
• Set and monitor sales and customer service KPIs; coach and develop staff.

Skills

English fluency

Leadership

Team management

Data analysis

Salesforce

Tools

Salesforce

SAP

MS Office

Looker

Job description

THE WATCHMAKER OF WATCHMAKERS
Since 1833, driven by an unquenchable thirst for innovation and creativity, and inspired by the peaceful natural surroundings of its home in the Vallée de Joux, Jaeger-LeCoultre has been distinguished by its mastery of complications and the precision of its mechanisms. Known as the Watchmaker of Watchmakers, the Manufacture has expressed its relentlessly inventive spirit through the creation of more than 1,300 different calibres and the award of more than 400 patents. Harnessing 190 years of accumulated expertise, La Grande Maison’s watchmakers design, produce, finish and ornament the most advanced and precise mechanisms, blending passion with centuries-old savoir-faire, linking the past to the future, timeless but always up with the times. With 180 skills brought together under one roof, the Manufacture creates fine timepieces that combine technical ingenuity with aesthetic beauty and a distinctively understated sophistication.

Responsibilities:

ACHIEVE SUSTAINABLE BUSINESS AMBITIONS:

• Commercial target:
• Operational excellence:

BUILD A PASSIONNATE AND HIGH PERFORMING TEAM:

• Inspire and motivate :Cultivate a positive and collaborative work environment that fosters team morale, passion, and productivity.
• Engagement and development :Implement strategies to enhance team engagement and motivation, fostering a culture of excellence and continuous improvement.
• Performance management and coaching :Set individual sales and qualitative targets and partner with L&D team to monitor performance though shadowing, NPS, CSAT and surveys. Conduct regular performance reviews and provide constructive feedback. Develop weekly one-to-one coaching plan for each team member to define and commit on individual action plans.
• Scheduling and resource optimization: Organize team roaster to optimize staffing levels and ensure schedule adherence for exceptional client service. Manage payroll and overtime. Effectively recruit and onboard new team members.
• Training and expertise :Address training needs and implement training programs to enhance product knowledge, sales techniques, customer service skills, and Maison storytelling.
• Team communication and collaboration :Animate the team (prepare weekly briefings & share information), fostering open communication and collaboration.

CULTIVATE LASTING CLIENT RELATIONSHIPS:

• Client relationship management: Develop and manage CRM strategies to cultivate and expand the e-boutique’s client database, driving repeat business and brand loyalty. Ensure proper execution of the clienteling strategy within the boutique team.
• Elevate the client journey :Coordinate omni-channel activities, client treatment and gifting to ensure a seamless client journey.
• Personalized service :Empower the team to provide personalized and attentive service, anticipating client needs and exceeding expectations, ensuring the highest level of customer service consistent with the experience delivered in our Boutiques
• Customer service excellence :Ensure the team provides the best customer service-related activities, ensuring prompt and effective resolution of client inquiries and concerns in line with defined SLAs
• Provide support for complex customer service issues, managing escalation when needed.

WHAT ARE YOUR DRIVERS?

• Self-driven with a strong entrepreneurial spirit, and who can act in a fast‑paced environment
• Strong organizational and problem‑solving skills, with mastery of data analysis and reporting
• Strong team player, empathetic and passionate
• Ability to positively lead, coach and develop talents / team members from diverse backgrounds
• Passionate about creating exceptional client experiences and fostering a culture of hospitality.
• Proper sense of luxury and pay attention to details and excellence

WHAT DO YOU BRING TO THE TEAM?

• Proven experience in luxury retail management, with 4 years minimum of experience directly related to call center/customer service
• Digitally savvy with mastery of Salesforce, SAP, MS Office, Looker
• Excellent leadership and team management abilities
• Excellent communication, interpersonal, and presentation skills
• Fluency in English

Richemont offers a generous compensation and benefits package for eligible employees.

We Offer

Employee wellbeing is a top priority at Richemont. We offer a comprehensive benefits program to support employees and their loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are also available. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of work‑life balance, our total rewards include paid time off, a wellness reimbursement benefit, and access to the employee assistance program. Employees are encouraged to make a difference in their local communities with volunteer days off, supporting initiatives that drive change.

At Richemont, We Craft the Future!

Salary will be determined based on relevant skills and experience.