Business Applications Excellence Manager, Client Relations Center

Richemont•Grand Prairie, LA

About The Position

The role of the Business Applications Excellence Manager is focused on strategic technology management. They will be a cross-functional liaison, leveraging data and insights to ensure smooth deployments of product, system, and process enhancements for the Cartier NA Client Relations Center (CRC). This role will manage system support activity, enhancements, functionality, testing, and training initiatives associated with the CRC, Product, Technology, and Operations teams. It will prioritize clear and effective translation of product changes into operational plans to improve CRC Ambassador efficiency.

Requirements

3+ years of business operations experience in two (2) or more of the following areas:
Support Salesforce Service Cloud (SFSC) and/or Salesforce Commerce Cloud (SFCC) ecosystem
Project and ticket management using Atlassian Jira/Confluence or similar tools
Collecting and streamlining feedback of current system usage into technical incidents
Proven experience organizing business requirements across Product, Engineering, or Technology teams and translating them into actions for Client or Employee Experience projects
Experience in retail, customer experience, or global client relations organizations with omnichannel operations (phone, chat, email, social)
Understanding of CRM, telephony, and case management technologies (Salesforce Service Cloud, Vonage, SAP, Calabrio, etc.)
Solid understanding of contact center analytics, operations metrics, and journey-level data
Ability to support UAT, feature validation, and user readiness activities
Strong skills in data analysis and visualization (Excel, Power BI, Looker, or similar) with comfort building automated, scalable reporting solutions
Curiosity, proactivity, and the ability to anticipate needs before they become issues
Excellent verbal and written communication skills, especially regarding presentation of data and translating technical information into simple language
Must display a high level of maturity, poise, and finesse to work with leadership and stakeholders within Richemont
Ability to work in a diverse, fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously
Entrepreneurial spirit demonstrated by ability to work effectively with limited supervision

Nice To Haves

Substantial knowledge of retail, eCommerce, Logistics business structure is a plus
Management or People leadership experience
Prior experience in project and people management (leading a team) preferred

Responsibilities

Serve as the CRC’s first point of contact and coordinator for Product and Technology tool support, implementation, and guidance
Serve as a Subject Matter Expert for eCommerce and CRM-related procedures and best practices
Master a strong knowledge of CRC systems and assess new opportunities for efficient collaboration with corporate teams as well as Operations, Regional eCommerce, and IT teams
Act as a DRI (Directly Responsible Individual) for most of Cartier CRC-related system roadmap planning and roll-out.
Ability to coordinate or perform all User Acceptance Testing of enhancements, new functionality, and releases
Translate technical updates into clear operational impacts and readiness requirements (training, volume shifts, changes to workflows, impacts to KPIs)
Participate in sprint reviews, UAT, and feature validation to ensure CRC use cases are represented
Creation and validation of reporting dashboards connected to local CRC systems as well as larger global initiatives.
Partner with Quality, WFM, and Operations leaders to analyze drivers of service level, abandon rates, capacity constraints, and advisor productivity
Leverage CRC performance dashboards and reports (SL, ASA, AHT, case cycle times, digital/contact channel insights, etc.) to identify relevant trends and priorities
Proactively identify anomalies, risks, or performance shifts and escalate insights to the appropriate leadership teams
Act as liaison with international partners, local IT and any other business partners needed for awareness or action
Perform and manage frequent system audits to ensure systems are functioning appropriately, are being used as intended and that we are compliant with policies and procedures within the systems
Partner with the Business Excellence and Training Manager to coordinate and facilitate user training on systems related topics