Product Manager - Customer Relations Centers (CRCs)
On-siteMeyrin, Geneva, Switzerland
Job Summary
Define and champion the product vision, strategy, and roadmap for all applications and platforms utilized by Richemont's Customer Relations Centers (CRCs), aligning with business objectives and omni-channel needs. Lead product teams responsible for developing and optimizing digital tools that empower CRC ambassadors to manage client inquiries and transactions primarily over the phone. Own the end-to-end product lifecycle, from discovery and requirements gathering to launch and post-launch optimization, while managing external vendors to orchestrate expectations. Develop prioritized roadmaps that enhance agent efficiency and improve the overall client journey, leveraging data insights to drive continuous improvement. Ensure all developments adhere to data privacy and security standards while staying abreast of industry trends in the contact center space.
Required Qualifications
- Bachelor's degree in Business, Computer Science, Engineering, or a related field
- Minimum of 8-10 years of progressive experience in Product Management or Senior Product Ownership roles
- Significant focus on customer service, contact center, or client relations technologies
- Demonstrated expertise in managing products related to Salesforce (e.g., Service Cloud, Sales Cloud, Experience Cloud) and integrated telephony platforms (e.g., Genesys, Vonage, AWS, Twilio, Avaya)
- Strong business acumen with a deep understanding of operational processes within a customer service environment, particularly for phone-based client inquiries
- Proven ability to define and drive product strategy, translating complex business needs into clear product requirements and user stories
- Strong experience leading and inspiring cross-functional teams in an Agile development environment
- Exceptional stakeholder management, communication, and presentation skills, with the ability to influence and engage effectively at all levels of the organization
- Strategic thinker with a hands-on approach to problem-solving, execution, and continuous improvement
- Analytical mindset with the ability to use data to inform decisions and measure impact
- Experience in the luxury retail or high-end service industry
- Fluency in both English and French (written and spoken)
- A Master's degree or relevant certifications (e.g., CSPO, SAFe Product Owner/Product Manager)
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