Service Salon Manager

Overview

Richemont is a leading luxury goods group managing a portfolio of high‑end maisons across jewellery, watchmaking and specialised luxury accessories. As an employer it emphasises craftsmanship, heritage, and client excellence while operating within an international, brand‑driven organisation.

Role & Responsibilities

• Lead day‑to‑day operations of the Fifth Avenue Service Salon, ensuring seamless appointment flow and exemplary client experience.
• Manage and mentor salon staff and technicians, fostering service quality, technical proficiency and adherence to brand standards.
• Oversee intake, tracking and quality control of repairs and restorations for high jewellery and timepieces, coordinating with in‑house and external workshops.
• Serve as primary client liaison for high‑value cases, resolving escalations and maintaining privileged relationships with VIP clientele.
• Implement and monitor service KPIs, manage rostering, work with regional leadership on capacity planning and resource allocation.
• Maintain compliance with security, warranty and documentation procedures; ensure accurate inventory and parts handling.
• Collaborate with sales, product and after‑sales teams to drive client retention initiatives and post‑purchase programmes.

Qualifications

• Proven managerial experience in luxury retail, watchmaking or jewellery after‑sales (typically 5+ years, including supervisory responsibilities).
• Deep familiarity with haute horlogerie and/or high jewellery service requirements and technical terminology.
• Demonstrable ability to manage VIP client relationships and handle high‑value product care with discretion.
• Strong organisational aptitude with experience implementing service KPIs and quality controls.
• Excellent leadership and people‑management skills, including staff coaching and performance management.

Skills

Experience

Typically requires five or more years of progressive experience within luxury retail or brand service operations, including direct responsibility for after‑sales or service teams and frequent interaction with VIP clients.

Education

Bachelor's degree or equivalent professional experience in business, hospitality, watchmaking, jewellery, or related field preferred.

Culture

Richemont cultivates an environment where artisanal excellence and client intimacy are paramount. The organisation prizes discretion, technical mastery and cross‑disciplinary collaboration across its global maisons.