Product Manager - Customer Relations Centers (CRCs)

Roger Dubuis seeks a Senior Product Manager to lead digital product strategy for its Customer Relations Centers, focusing on Salesforce and telephony solutions to enhance client experience.

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

Responsibilities

• Establish and advocate for the product vision, strategy, and roadmap for all CRC applications.
• Guide and mentor product teams focused on customer-facing solutions.
• Partner with CRC operations, Group Technology, internal brands, and external partners.
• Manage the complete product lifecycle, from initial discovery through post-launch refinement.
• Create and maintain a prioritized backlog and product roadmap.
• Promote the adoption of Salesforce and integrated telephony systems.
• Improve operational efficiency by automating tasks and refining workflows.
• Set key performance indicators, track results, and use data to drive improvements.
• Ensure all product activities comply with data privacy, security, and regulatory standards.
• Monitor industry trends and emerging technologies within the contact center sector.

Requirements

• Bachelor's degree in Business, Computer Science, Engineering, or a related discipline.
• 8 to 10 years of progressive experience in Product Management or Senior Product Ownership.
• Strong background in customer service, contact center, or client relations technologies.
• Proven expertise with Salesforce products, including Service Cloud, Sales Cloud, and Experience Cloud.
• Demonstrated knowledge of integrated telephony platforms such as Genesys, Vonage, AWS, Twilio, or Avaya.
• Deep understanding of operational processes within customer service environments.
• Ability to translate complex business needs into clear product requirements and user stories.
• Experience leading cross-functional teams in an Agile development setting.
• Fluency in both English and French, written and spoken, is required.

Nice to have

• Master's degree or relevant certifications like CSPO or SAFe Product Owner/Product Manager.
• Certifications specific to the customer service or contact center industry.
• Prior experience in luxury retail or high-end service sectors.

About the company

Roger Dubuis operates within Richemont, a global leader in the luxury sector specializing in jewelry, watches, and high-end accessories. Each Maison embodies a tradition of style, quality, and craftsmanship, committed to innovating and designing new products in line with House values through permanent creativity.

• Part of a world-leading luxury group with a focus on jewelry and watches.
• Commitment to tradition, style, quality, and craftsmanship.
• Emphasis on permanent creativity and innovation in product design.