Manager, Online Retail Systems Support & Tools

Location

Grand Prairie, TX | United States

Job description

Are You a Good Match?

Do you have a passion for High Jewelry, Art & Culture?  

Do you have experience with luxury products in your past? 

Do you have strong attention to detail and thrive in a fast-paced environment? 

If so, we’d love to get to know you! 

Role Overview

The Online Retail Systems Support and Tools Manager is responsible for assisting with system support, enhancements, functionalities, and testing initiatives, in addition to supporting business processes & procedures, and all inquiries associated with Van Cleef & Arpels Americas Client Relations Center (CRC) and eCommerce-integrated digital technology. A high level of technical fluency, strong communication skills and clear insights into current business practices are required. The Manager will play a key role in changing, enhancing, and adapting existing systems, and integrating new features and improvements to improve business efficiency and productivity.

Responsibilities

• Serve as the first point of contact and production support for Brand Ambassadors (CS agents) when they encounter technical issues or have inquiries about digital tools, business processes & procedures (especially as they relate to the Salesforce Service Cloud system).
• Master a strong knowledge of CRC systems and assess new opportunities to increase efficiency.
• Serve as the Subject Matter Expert to all eCommerce, CRM and Aftersales related procedures and best practices.
• Maintains agile approach, using multiple applications and systems daily with ability to multi-task between tools.
• Exhibit strong communication and problem-solving skills by collaborating effectively with the CRC Operations team, Regional eCommerce & IT teams, as well as Local Logistics & Customer Service functions.
• Partner with internal stakeholders throughout Richemont and Van Cleef & Arpels to educate and improve the team’s understanding of our ever-changing client expectations and digital landscape.
• Collaborate with the Van Cleef & Arpels CRC/E-Commerce Leadership Team to provide insights, as well as identify areas of training opportunities pertaining to digital tools.
• Open and Track tickets (Completed/ Resolved). Influence key stakeholders when needed for solutions and enhancements.
• Exhibit strong communication and problem-solving skills by collaborating effectively with the CRC Operations team, Regional eCommerce & IT teams, as well as Local Logistics & Customer Service functions.
• Maintain Digital Product Roadmap planning for Van Cleef & Arpels CRC implementations.
• Develop and manage Business Requirements, as well as management of stakeholder expectations across Richemont Group and Van Cleef & Arpels business partners.
• Support cross functional teams in their new technology implementations with full or partial ownership of the project roll-out.
• Support the Stakeholder/Product Owner’s Digital project delivery by coordinating day-to-day tasks required to successfully deliver on projects, releases, and other initiatives.
• Coordinate and/or perform all User Acceptance Testing of enhancements, new functionalities, digital services, and releases. Maintain and communicate on testing status and outcomes with the Stakeholders during UAT to reach a consensus on Project readiness for rollout.
• In partnership with Van Cleef & Arpels CRC/E-Commerce Leadership Team make recommendations and highlight risks or business implications of projects/features.
• Liaise with Regional VCA CRC Trainer for content approval and be able to facilitate user training on systems-related topics.
• Collaborate with VCA Operational Managers and team leads or other stakeholders as required to maintain the content on system related topics.
• Liaise with Regional VCA CRC Trainer to provide insights and most re-occurring knowledge gaps related to digital tools and recommend plan of action for improvement.

Qualifications

• Bachelor’s degree in information systems, Computer Science, Business, or related field.
• 3+ years of business operations experience in two (2) or more of the following areas:
• Support SalesForce Service Cloud(SFSC) and/or SalesForce Commerce Cloud (SFCC) ecosystem.
• Project and ticket management using Atlassian Jira/Confluence tools or similar is a plus.
• Previous experience in partnering with the business to perform Gap Analysis and translating these opportunities into technical incidents.
• Proven experience leading, gathering business requirements and/or have handled some project deployment.
• Substantial knowledge of retail, eCommerce, Logistics business structure is a plus.
• Experience creating detailed reports and giving presentations to people of varied backgrounds and experience.
• Previous contact center or retail experience is a plus.
• Knowledge of Microsoft Office 365 Product Suite (Word, Excel, PowerPoint, Outlook, SharePoint, Visio).
• Must display a high level of maturity, poise, and finesse to work with Maison Management and other stakeholders within Richemont. 
• Ability to work in a fast-paced, evolving environment with strong attention to detail and the ability to handle multiple tasks simultaneously and with precision.
• Entrepreneurial spirit demonstrated by ability to work effectively with limited supervision.
• Excellent verbal and written communication skills.

Currently, we are not sponsoring work visas.  Applicants must have valid work authorization for employment in the USA.

Richemont offers a generous compensation and benefits package for eligible employees. Only candidates selected for further consideration will be contacted.

More than a job…it’s an experience!  

If you are interested in joining the influential growth of the Maison with care, no compromise, and the drive to succeed then do not hesitate to enter the creative universe of Van Cleef & Arpels.  By joining the Maison, you will be part of a nurturing team focused on delivering excellence and development.

The recruitment process:  

Please complete an application on the Richemont Career Site. 

Selected candidates will be contacted by the HR team for an interview.

#Bloom with VCA

This role is annual bonus eligible. Salary will be negotiated based on experience and skills. 

Job tags

Salary