Customer Service Manager
Richemont seeks a Customer Service Manager in Fort Worth, USA to lead client service operations for its luxury maisons.
Overview
Richemont is a leading luxury goods group composed of distinguished maisons across jewellery, watches, leather goods and writing instruments. As an employer, the group emphasizes craftsmanship, brand heritage and client-centricity, operating through an international network of specialist maisons and supporting functions that value creativity, quality and long-term talent development.
Role & Responsibilities
- Lead and develop a high-performing customer service team to deliver white-glove service across channels (phone, email, chat and social).
- Own escalation handling and resolution for complex client issues, ensuring timely, accurate and brand-appropriate outcomes.
- Define, monitor and report on service KPIs and SLAs; drive initiatives to improve response times, NPS and first-contact resolution.
- Collaborate closely with retail, e-commerce, logistics and after-sales teams to ensure seamless client journeys and consistent policies for returns, repairs and exchanges.
- Implement and maintain customer service procedures, knowledge bases and quality-control processes; coach staff on brand standards and complaint management.
- Manage workforce planning, scheduling and day-to-day operations to meet peak demand and business objectives.
- Deliver regular performance feedback, training and professional development for the team; recruit and onboard new customer service advisors as needed.
Qualifications
- Proven leadership capability with strong coaching and people-management skills.
- Exceptional verbal and written communication; ability to represent luxury brand values in every client interaction.
- Highly organised with a data-informed approach to monitoring performance and driving continuous improvement.
- Sound judgement and composure when resolving escalations; commitment to delivering elevated client experiences.
- Flexibility to work non-standard hours as required by client demand and retail cycles.
Skills
Experience
Typically 5+ years in customer service or client-ops roles with at least 2 years in a supervisory or managerial capacity; experience within luxury retail, premium goods, hospitality or high-end e-commerce is strongly preferred.
Education
Bachelor’s degree in business, hospitality, communications or a related discipline preferred; equivalent professional experience will be considered.
Culture
Richemont cultivates a culture that prizes artisanal excellence, meticulous attention to client experience and respect for brand heritage. Teams operate within an international, collaborative environment that supports professional development and cross-disciplinary collaboration across maisons.