Manager, Client Services Applications
Richemont — Manager, Client Services Applications in Grand Prairie: lead support and delivery for client-facing applications across sales and service.
Overview
Richemont is a leading global luxury goods group comprising maisons renowned for jewellery, watches, writing instruments and leather goods. As an employer, Richemont emphasises craftsmanship, long-term brand stewardship and a client-centric approach across its portfolio of maisons and central functions.
Role & Responsibilities
- Lead day-to-day delivery and continuous improvement of client-facing applications used by sales and client services teams, ensuring alignment with business priorities and SLAs.
- Act as primary liaison between business stakeholders, IT development teams and external vendors to prioritise requirements, manage incidents and coordinate releases.
- Own incident, problem and change management processes for assigned applications; drive root-cause analysis and corrective action to reduce repeat issues.
- Coordinate and prioritise application backlog; plan and validate functional and technical changes with business partners and QA.
- Manage third-party suppliers and service contracts, including performance reviews and escalation when required.
- Define and monitor operational KPIs and produce regular health, usage and performance reports for senior stakeholders.
- Provide tactical leadership and coaching to the application support team; allocate resources and ensure knowledge transfer and documentation are maintained.
- Support onboarding, user training and adoption initiatives for new features or system upgrades.
Qualifications
- Proven ability to manage application support and delivery in a multi-stakeholder environment.
- Deep familiarity with CRM and client-service platforms (implementation, integrations and support).
- Experience managing vendors and contractual delivery for SaaS or hosted applications.
- Strong stakeholder management and communication skills, able to translate technical concepts for commercial teams.
- ITIL Foundation (or equivalent) preferred; experience with incident, problem and change management frameworks.
Skills
Experience
Typically 5+ years in application support, IT service delivery or business applications roles, with a minimum of 2 years in a supervisory or managerial capacity. Experience supporting CRM or client-service systems in retail, luxury goods or customer-centric environments is highly valued.
Education
Bachelor's degree in Computer Science, Information Systems, Business or a related discipline, or equivalent professional experience.
Culture
Richemont cultivates a heritage-driven, client-first culture that balances creative maison autonomy with group-level rigour. Teams operate collaboratively across functions and geographies, with an emphasis on quality, long-term value and respect for craftsmanship.