Product Manager - Customer Relations Centers (CRCs)

In this role you shape the digital products and tools used by Richemont's Customer Relations Centers to deliver a best-in-class client experience. You own the product vision, roadmaps, and collaboration with CRC operations, Group Technology, and Maisons teams to optimize agent efficiency and client journeys. You will lead cross-functional teams, drive adoption of Salesforce and telephony solutions, and apply data-driven decisions to continuously improve. This position combines strategic thinking with hands-on delivery in a luxury, customer-focused environment.

• Define and champion the product vision, strategy, and roadmap for CRC-facing applications and platforms
• Lead product teams and provide strategic direction to ensure product excellence
• Collaborate with CRC operations, Group Technology, and Maisons teams; manage external vendors
• Own end-to-end product lifecycle from discovery to post-launch optimization
• Develop and maintain a prioritized roadmap and backlog to maximize business value and agent efficiency
• Drive adoption and optimization of key technologies (Salesforce Service Cloud) and integrated telephony
• Identify workflow optimization opportunities and automate tasks to improve operations
• Define KPIs, monitor product performance, and use data insights to inform decisions
• Ensure compliance with data privacy, security, and Richemont standards
• Stay informed on market trends in the contact center space to identify opportunities

• 8-10 years of progressive experience in Product Management or Senior Product Ownership, with focus on customer service or contact center technologies
• Extensive experience with Salesforce (Service Cloud, Sales Cloud, Experience Cloud) and telephony platforms (Genesys, Vonage, AWS, Twilio, Avaya)
• Strong business acumen and understanding of operational processes in customer service, especially phone-based inquiries
• Ability to translate business needs into clear product requirements and user stories
• Proven experience leading cross-functional teams in an Agile environment
• Exceptional stakeholder management, communication, and presentation skills
• Strategic thinker with hands-on problem-solving and continuous improvement approach
• Fluency in English and French (written and spoken)
• Bachelor in Business, Computer Science, Engineering, or related field; Master/certifications a plus

• stakeholder management
• communication
• leadership
• Salesforce Service Cloud
• Sales Cloud
• Experience Cloud