CRC Operational Excellence & Projects Manager

Richemont•Grand Prairie, LA

6d•Hybrid

About The Position

Richemont, a global leader in the luxury sector, is seeking a CRC Operational Excellence & Projects Manager for its North America region, based in Grand Prairie, TX. This role is responsible for coordinating the implementation of digital initiatives within the region, aligning with Group and individual Maison strategies, guidelines, and local market needs. The position involves gathering competitive intelligence, managing day-to-day project tasks, maintaining a regional roadmap for Client Relations Center (CRC) and eCom initiatives, and providing project status updates. The ideal candidate will gather stakeholder feedback, analyze requirements, maintain documentation, and communicate insights effectively. A key aspect of this role is developing change management plans to ensure a smooth transition for those affected by digital product changes and fostering communication between functions, stakeholders, and Maisons. The manager will partner with Maisons and operational leaders to understand client expectations and commercial needs, staying abreast of industry innovations. While remote work is possible, quarterly travel to the office location is required.

Requirements

Master’s degree or foreign equivalent in Computer Information Systems or related field
2 years of experience in position offered or related
2 years of work experience with project management, from initiation and planning through execution, monitoring, and closure, with a focus on stakeholder collaboration, analysis, testing, and team enablement
2 years of work experience with instructional design, including the development of comprehensive training programs for new software, e-learning modules, and digital upskilling initiatives
1 year of experience within a luxury contact center environment
Experience with COPC Standards
Experience with Salesforce as a CRM platform, with specialized knowledge of Service Cloud functionalities
Experience implementing new cloud technologies within complex, matrixed organizational structures
Experience identifying and implementing process improvements that elevate customer experience, optimize operational efficiency, and uncover sales opportunities

Nice To Haves

May work remotely but must travel to office location once every quarter.

Responsibilities

Coordinate the implementation of digital initiatives within the North America region, in alignment with Group and individual Maisons’ strategy, guidelines, and local market needs.
Gather competitive benchmarking and intelligence.
Coordinate day-to-day tasks required to successfully deliver on projects, releases, and other initiatives, including refining definitions; starting, planning, and following through on commitments; executing adjacent tasks; gathering, and analyzing feedback; and coordinating after-action reviews.
Maintain central regional roadmap on Client Relations Center (CRC) and eCom initiatives, including milestones and possible blockers.
Provide project status updates and participate in meetings with regional and Group partners.
Constantly gather stakeholder feedback; analyze requirements; keep accurate, timely and useful documentation; and effectively communicate insights and plans to stakeholders.
Develop change management plans that smooth the change experience for those affected by digital product changes.
Establish an active communication between functions, stakeholders from the Group, the Region and the Maisons.
Ensure fluid and frequent communication between Maisons, Region, and function teams to discuss and exchange on business objectives, strategies, projects and resources.
Ensure successful transition of technical projects to operations.
Partner with Maisons, operational leaders and other stakeholders to keep a close understanding of the client expectations and commercial needs.
Stay abreast of industry innovations, provide insights on competitive benchmarking and new ways of working.