Business Applications Excellence Manager - Client Relations Center

Dallas, TX, United States

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Business Applications Excellence Manager - Client Relations Center Permanent

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.

At 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.

Job mission

The role of the Business Applications Excellence Manager is to manage and lead system support activity, enhancements, functionality, testing, and training initiatives associated with all the Cartier NA Client Relations Center (CRC) integrated tools.

Main accountabilities/objective of the position

Key Responsibilities

Key Application Oversight

Serve as the first point of contact and coordinator for all members of the CRC when they encounter technical issues or have inquiries about digital tools best practices.

Master a strong knowledge of CRC systems and assess new opportunities to develop efficiency in collaboration with Cartier leadership

Serve as the Subject Matter Expert to all eCommerce, CRM and Aftersales related procedures and best practices

Exhibit strong communication and problem-solving skills by collaborating effectively with the CRC Operations team, Regional eCommerce, IT teams & Customer Service functions

Confidence and technical agility to learn and use multiple applications and systems, ability to multi-task daily between those tools

Act as a DRI (Directly Responsible Individual) for most of Cartier CRC related system roadmap planning and roll-out. Support Group, regional or local initiatives of new technology implementation, including full or partial project management life cycle

Ability to coordinate or perform all User Acceptance Testing of enhancements, new functionality, and releases

Business Excellence

Perform and manage frequent system audits to ensure systems are functioning appropriately, are being used as intended and that we are compliant with policies and procedures within the systems

Act as liaison with International partners, local IT and any other relevant business partners needed for awareness or action

Strong influencing and organizational skills, with ability to build consensus among multiple levels and functions within the organization

Partner with the Business Excellence and Training Manager to coordinate and facilitate user training on systems related topics

Qualifications:

Education

Bachelor’s degree in Information Systems, Computer Science, Business Administration, or related field preferred

Required experience

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 or similar tools

Gathering input and surveys of current system usage and grooming them 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

Technical Skills/ abilities

Comfort and experience with MS Office Suite and digital communication required

Salesforce, Vonage, SAP, or other CRM/sales tool experience a plus

Management or People leadership experience

Prior experience scheduling and leading a team preferred

Personal skills: Communication/ Influencing

Must display a high level of maturity, poise, and finesse to work with leadership and stakeholders within Richemont

Ability to work in a diverse, 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.

We Offer:

We care about our associate's health and wellbeing and offer a comprehensive benefits program to support you and your loved ones. Our core benefits include medical, dental, and vision programs. Health savings and flexible spending accounts are available to support your financial needs, along with access to the employee assistance program for you and your household members. The company offers income protection solutions including life insurance, disability benefits, and 401(k) with employer match. Understanding the importance of wellness and work-life-balance, our package includes a wellness reimbursement benefit and paid time off. We also encourage associates to give back to their local community by using their volunteer time off days to support important initiatives that drive change. At Richemont, We Craft the Future!

Richemont owns several of the world's leading companies in the field of luxury goods, with particular strengths in

jewellery, watches and writing instruments. Cartier joined the Group in 1988.

Learn more about the Group Richemont

Nearest Major Market: Dallas

Nearest Secondary Market: Fort Worth

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