Product Manager - Customer Relations Centers (CRCs)

Richemont seeks a Senior Product Manager to lead digital product strategy for Customer Relations Centers in Meyrin, CH, focusing on Salesforce and telephony solutions.

This senior-level position is dedicated to defining, developing, and optimizing the digital tools used by Customer Relations Centers teams. The role combines strategic vision with hands-on product delivery to enhance client experiences through technology and streamlined processes.

Responsibilities

• Establish and advocate for the product vision, strategy, and roadmap for applications serving Customer Relations Centers.
• Guide and mentor product teams focused on CRC-facing solutions.
• Partner with CRC operations, Group Technology, individual Maisons, and external vendors.
• Manage the complete product lifecycle, from initial discovery through post-launch optimization.
• Create and maintain a prioritized product roadmap and backlog.
• Promote the strategic adoption of Salesforce Service Cloud and integrated telephony systems.
• Identify opportunities to streamline workflows and automate routine tasks.
• Define key performance indicators, monitor performance, and use data insights to inform product decisions.
• Ensure all product developments comply with data privacy, security, and regulatory standards.
• Keep up with industry trends and emerging technologies in the contact center sector.

Requirements

• Bachelor's degree in Business, Computer Science, Engineering, or a related discipline.
• 8-10 years of progressive experience in Product Management or Senior Product Ownership.
• Significant background in customer service, contact center, or client relations technologies.
• Proven expertise in managing Salesforce products, including Service Cloud, Sales Cloud, and Experience Cloud.
• Demonstrated knowledge of integrated telephony platforms such as Genesys, Vonage, AWS, Twilio, or Avaya.
• Strong business acumen with a deep understanding of operational processes in customer service environments.
• Proven ability to define and drive product strategy.
• Strong experience leading and inspiring cross-functional teams in an Agile development environment.
• Fluency in both English and French (written and spoken) is mandatory.

Nice to have

• Master's degree or relevant certifications (e.g., CSPO, SAFe Product Owner/Product Manager).
• Certifications in customer service/contact center space.
• Experience in the luxury retail or high-end service industry.

About the company

Richemont stands as one of the world leaders in the luxury sector, specializing in jewelry, watches, and high-end accessories. Each Maison embodies a tradition of style, quality, and craftsmanship. The company is committed to innovating and designing new products in line with the values of its Houses.

• Richemont is one of the world leaders in the luxury sector, specializing in jewelry, watches and high-end accessories.
• Each Maison embodies a tradition of style, quality and craftsmanship.
• The company is committed to innovating and designing new products in line with the values of its Houses.