Performance & Insight Senior Analyst, Client Relations Center

US04 Richemont North America, Inc.; Grand Prairie (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Richemont North America, Inc. is seeking a strategic CRC Performance Analyst to translate operational data into actionable insights that drive business decisions and elevate the client experience within the North American Client Relations Center.

You will develop dashboards, monitor KPIs, and partner with Operations and cross-functional teams to identify risks and opportunities, supporting continuous improvement across the organization.

Qualifications

• Strong analytical capability and business acumen.
• Curiosity to challenge assumptions and translate data into insights.
• Ability to communicate findings to leadership.

Responsibilities

• Analyze CRC performance metrics (service level, inbound volume, AHT, abandon rate, CSAT, FCR, productivity) and other KPIs.
• Develop, maintain dashboards, scorecards, and reporting solutions using multiple platforms and data sources.
• Monitor performance trends, identify gaps, surface risks or opportunities affecting service delivery, client satisfaction, or operational efficiency.
• Conduct root cause analysis to identify drivers of performance issues, service breakdowns, and inefficiencies using quantitative and qualitative data.
• Evaluate end-to-end client journey across all touchpoints to identify friction points and improvement opportunities.
• Translate raw data into concise business narratives communicating trends, business impact, risks, and actions.
• Challenge assumptions and uncover overlooked risks and opportunities with data-driven insights.
• Quantify impact and prioritize opportunities based on client, operational, and financial risk.
• Partner with Operations, Workforce Management, Systems, Training, and cross-functional stakeholders to support process improvements and reporting enhancements.

Job description

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values of our Houses, through a process of permanent creativity. At Richemont Americas, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

HOW YOU WILL MAKE AN IMPACT

We are seeking a strategic CRC Performance Analyst to support the North America Client Relations Center by translating operational and client data into meaningful insights that drive business decisions. This role partners closely with operations leadership to identify performance drivers, uncover root causes, and evaluate the end-to-end client journey to improve operational execution, elevate the client experience, and support continuous improvement. The ideal candidate combines strong analytical capability with business acumen and curiosity. They are comfortable working with complex data, asking thoughtful questions, challenging assumptions, and turning findings into clear, actionable recommendations for leadership.

Responsibilities

• Analyze CRC performance metrics, including service level, inbound volume, average handle time, abandonment rate, customer satisfaction, first contact resolution, productivity, and other key operational KPIs.
• Develop, maintain, and enhance dashboards, scorecards, and reporting solutions for leadership and operational teams using multiple reporting platforms and data sources.
• Monitor performance trends, identify gaps, and proactively surface risks or opportunities affecting service delivery, client satisfaction, or operational efficiency.
• Conduct root cause analysis to identify underlying drivers of performance issues, service breakdowns, and operational inefficiencies using both quantitative and qualitative data.
• Evaluate the end-to-end client journey across all touchpoints to identify friction, failure points, and opportunities to improve the client experience.
• Translate raw data into concise business narratives that clearly communicate performance trends, business impact, risks, and recommended actions.
• Challenge existing assumptions, processes, and performance narratives by using data to uncover overlooked risks and improvement opportunities.
• Quantify business impact and prioritize opportunities based on client, operational, and financial risk.
• Partner with Operations, Workforce Management, Systems, Training, and cross-functional stakeholders to support process improvements, automation efforts, and reporting enhancements.