Luxury Client Relations Operations Coordinator

Richemont; Grand Prairie (LA); On-site; USD 60,000 - 85,000; Full time

Job summary

Montblanc within Richemont Americas seeks an Operations Coordinator for Client Relations to support the client-facing team and drive an enhanced shopping experience. You will oversee daily case management, provide data to ambassadors to reach KPIs, and coordinate with After Sales and stock teams to ensure smooth service.

You will implement processes across SAP, Salesforce, and CRM tools, train ambassadors, and help deliver the annual operational plan aligned with luxury standards.

Qualifications

• College or Technical Degree.
• Proficiency related to a call center environment with understanding of SAP and other CRM tools.
• Ability to multi-task daily between multiple applications and systems.
• Experience in establishing processes and workflows.
• 5+ years of experience in a luxury retail or service-related industry.
• Excellent communication skills, both oral and written.
• Empathy and client-focused mindset.
• Problem-solving mindset and readiness to learn new tools.

Responsibilities

• Assist daily management of web, email and phone cases.
• Provide data to Ambassadors to achieve KPIs and targets.
• Support operations and systems for Ambassadors.
• Monitor system issues and coordinate IT ticket resolutions.
• Train team on After Sales inquiries and processes.
• Liaise with Ambassadors to manage corporate orders and fulfillments.
• Identify process improvements and optimize workflows.
• Monitor NPS and report insights.
• Coordinate stock with Supply & Merchandising and manage transfers in SAP.
• Maintain CRC knowledge database and provide trainings.
• Own operational roadmap and test new systems (Salesforce, SAP).
• Report monthly challenges and opportunities using data insights.
• Develop annual operational plan aligned with CRC performance.

Skills

Luxury retail

Customer service

Multi-tasking

Process design

Communication

Empathy

Problem solving

Tech savvy

Education

College or Technical Degree

Tools

SAP

CRM tools

Salesforce

Job description

Montblanc within Richemont Americas seeks an Operations Coordinator for Client Relations to support the client-facing team and drive an enhanced shopping experience. You will oversee daily case management, provide data to ambassadors to reach KPIs, and coordinate with After Sales and stock teams to ensure smooth service.

You will implement processes across SAP, Salesforce, and CRM tools, train ambassadors, and help deliver the annual operational plan aligned with luxury standards.