Application Support CRM

vor 2 Wochen

Genf, Genf, Schweiz Richemont Vollzeit
Code de référence: 94438
Application support CRM - Team leader:

  • Richemont
  • Genève, GE, CH
  • PermanentRichemont, l'un des leaders mondiaux dans le secteur du luxe, possède différentes Maisons spécialisées dans la joaillerie, l'horlogerie et les accessoires haut de gamme. Chaque Maison incarne fièrement une tradition de style, de qualité et d'artisanat et Richemont s'efforce de préserver l'héritage et l'identité propres à chacune d'elle. Dans le même temps, nous nous engageons à innover et à concevoir de nouveaux produits en accord avec les valeurs de nos Maisons, à travers un processus de créativité permanente.

Purpose

Application support CRM - Team leader is a member of Richemont Europe entity and reports to the Application Support Manager, Client and Market. The position is based in Geneva (Meyrin) starting October 1st, 2023.

Your role is to oversee and manage a team of CRM consultants who provide support, on Salesforce Customer 360 platform and SAP CRM, to end-users within Richemont European scope.


You will be successful in the role by

  • Leading and managing team members from tasks assignments to performance evaluations, training, and career development.
  • Being the main contact of our CRM community (business and technology stakeholders).
  • Proposing initiatives with a continuous improvement mindset and sponsoring Richemont strategy, projects, and initiatives.
  • Providing excellent customer service by fostering a customercentric culture within the team.
  • Managing and coordinating the response to incidents by communicating with stakeholders and working with technical teams.
  • Monitoring team performance against KPIs and SLAs and driving root cause analysis.
  • Maintaining accurate documentation of support processes, troubleshooting steps, and knowledge base articles.
  • Ensuring the users' knowledge are up to date by promoting and supporting the usage of Salesforce and associated clienteling solutions.

Your invaluable skills we are looking for

  • You have a minimum of 5 years of experience on Salesforce Customer 360 / Service Cloud and/or within good understanding of the business practices in the CRM functional area and interaction with other Digital domains.
  • You are fluent in English with strong written and oral communication skills (any additional languages is a plus).
  • You have a strong ability to share knowledge and to build trustworthy collaboration with your peers (team members and stakeholders).
  • You are action and results oriented with organization skills (prioritization, evaluate impacts of changes, identify risks & solutions).
  • You are serviceoriented, userfocused with great communication skills.

Still wondering why, you should apply?

  • You will join a friendly and dynamic team with whom you will be able to share your knowledge and expertise.
  • Customer focus, collaboration, challenging partnership, trust, integrity, and agile learning are part of our great team spirit.
  • You will interact with several stakeholders across functions and countries.
  • Our offices will allow you to evolve in a modern and pleasant environment.
Richemont #WeCraftTheFuture

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