{"id":2881997,"url":"https://alion.io/job/richemont-crc-manager","title":"CRC Manager","company":{"id":1791761,"name":"Richemont","domain":"richemont.com","url":"https://alion.io/company/richemont","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":169,"ghost_share":0,"stale_share":0.994,"repost_share":0,"time_to_fill_p50_days":9,"computed_at":"2026-10-23T05:54:15Z"}},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Grand Prairie, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":59000,"max_usd":119000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":2604},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Path Planning","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-19T23:04:08Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-23T01:12:57Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The story of Cartier is founded on audacity and passion. For more than 170 years we have embraced a bold, pioneering spirit that continues to inspire our teams across all Métiers from our boutiques to our workshops and corporate offices. Our 9000+ colleagues of 105 nationalities are united by a shared independent spirit and commitment to excellence, striving to continuously enrich our Maison’s heritage by pushing the boundaries of creativity.\nAt Cartier North America, we are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.\nThe Cartier Client Relations Center Manager leads the team and strategy to achieve and exceed performance metrics while delivering high level client experiences that reflects the Cartier promise. Primarily focused on motivating and developing the team through intentional action plans and strategies.\nTeam Management & People LeadershipLead the strategy of individual team and overall CRC with the goal of ensuring exceptional experiences for all clients while achieving or exceeding goals linked to Maison strategies, CRC action plan, sales targets, and client experience best practices.\nDevelop Assistant Manager to customize coaching and development plan for direct team of Ambassadors; lead by example and model behaviors to support Assistant Manager growth.\nPrioritize Ambassador development activities through regularly scheduled meetings, including all annual performance activities and overall career path planning in partnership with all CRC leaders, HR, and career committees.\nLead business-critical taskforces from day-to day support through overall strategy and project management.\nEducate and inspire team with Maison knowledge, competitive landscape, and industry news.\nParticipate in recruitment, interviewing, and onboarding of all future CRC talent.\n\n Client Engagement & ExperienceClosely monitor all ‘voice of the client feedback’ and aim towards achieving NPS score to inform coaching, identify team trends, and to celebrate successes.\nAssess, grade and coach to client interactions, trends and feedback through formal Quality Assessments and calibration sessions.\nSet the standard of celebrating memorable moments for our clients through all channels (phone, web, chat, email, social).\nLead by example to develop each client encounter into an ongoing, trusting relationship that will continue to drive the Cartier legacy.\nPartner with CRC Client Engagement Team to support the different client strategies and execute our clienteling KPIs; actively participate in planning and provide feedback and ideas related to client outreach to develop the future business.\nSupport High End knowledge development as well as boutique partnerships to increase High End sales within the CRC and around the Network.\nIdentify clients for future experiences and events; coach Ambassadors to maintain client relationships via different meaningful communications and other activations.\nStep in swiftly to support escalated cases and ensure speedy course correction; implement actions/processes to avoid other future instances and redirect behaviors when applicable.\n\n Business Development & Operational ExcellenceDaily review of SLAs, KPIs, monitoring dashboards, and reporting to determine gaps in business activities as rotating “Manager on Duty.” Partner with Assistant Manager to ensure translation of duties and succession planning.\nMaster a strong knowledge of the CRC business, systems, tools, policies, and procedures to propose new ways of working and request resources when needed.\nOversee daily activities, sales and business objectives, and task force activity as well as participate in strategic project execution.\nEnsure fluidity of operations and execution of all policies and procedures within the team linked to internal and external activities.\nExhibit strong communication and problem-solving skills by partnering closely with teams, boutique network, and corporate departments.\nCreate a positive and productive environment by leveraging personal and team savoir-faire both in-person and virtually.\nPerform administrative and HR tasks as needed including scheduling, travel organization, commission spot checks, payroll, overtime management, and time off requests.\n\nQualifications:\nRequired experience5+ years of experience managing direct reports with a successful client-focused contact center preferably in a luxury environment\nProven understanding of how to provide world-class experiences and people motivation.\n\nTechnical SkillsConfidence and technical agility to learn and use multiple applications and systems, ability to multi-task daily between those tools.\nExperience with eCommerce and omni channel services\nExperience with Salesforce, Vonage, SAP, Calabrio, Medallia, and scheduling tools preferred\nUnderstanding of Service Level Agreements\nProficiency with Microsoft Office Suite applications\nComfort with virtual and video-based client interactions and sales\n\nAbilitiesAbility to develop successful teams with a strong intuition to develop a high performing business\nUnderstanding that prioritizing wellbeing amongst the team is the key to success.\nAbility to analyze business trends to make data-driven recommendations.\nAbility to quickly absorb extensive information related to brand history, products, technology, new training techniques and competitor information.\nKnowledge of high-end jewelry, timepieces, and gemstones\nFlexible and availability to work within hours of operation (Monday through Sunday, subject to change).\n\nPersonal skills: Communication/ InfluencingA passion to assist clients, direct team members, and partnering departments.\nHoned skills in developing, promoting, and communicating empathy for clients and partners.\nExcellent customer service skills, with tenured approach on escalations and handling challenging situations\nExcellent verbal and written communication skills when presenting to various groups\nCultural intelligence and languages a plus\nOrganized with an ability to multi-task and shift focus\nSelf-sufficient and proactive with a positive attitude towards colleagues and clients","description_format":"text","description_chars":6368,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Jewelry","Watches","Luxury Goods & Designer 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