Technology Team Lead

vor 24 Stunden

Meyrin, Schweiz Richemont Vollzeit

Reference Code: 94502**Technology Team Lead - CRC**:

- Richemont- Meyrin, GE, CH- PermanentRichemont owns some of the world’s leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons’ values, through a process of continuous creativity.

**MAIN PURPOSE**

The mission is part of Richemont Group Technology:

- You are supervising the team in charge of the worldwide implementation of our cloud solutions for the Customer Relation Centres (CRC), mainly based on Salesforce Service Cloud and Vonage CTI
- In collaboration with the Product Owner and following the Solution Architect guidelines, you identify the relevant technical components, define the roadmap, coordinate all the stakeholders and ensure a smooth delivery of our portfolio of projects to increase our users’ satisfaction
- You manage team members effectiveness to match the CRC development and support needs
- You may selectively take on additional roles within the team

**KEY RESPONSIBILITIES**

**People**
- Set clear roles and objectives for each internal and external team member and carry out regular performance reviews
- Continuously develop technical and soft skills of your technology team members, in line with personal and product team / area needs
- Develop a customer-oriented mindset and a culture of collaboration, trust and transparency

**Managing**
- Define and track the capacity needs for the CRC team, in alignment with the Product Area Manager (PAM)
- Work in a global environment with highly distributed teams in different countries and time zones and at different management levels. Coordinate project stakeholders and especially work closely with the Technology teams to ensure a proper tracking of all dependencies, risks, constraints, using the methodology and processes in place at Richemont
- Coordinate all phases of the projects from initialization to stabilization post-delivery in production
- Take care of project communication and report progress to the PAM

**Budget**
- Work with the PAM in establishing contracts during the fiscal year with external suppliers within the budget. Note: PAM manage external resource contracts for the Product Area
- Drive and control contractors with PAM together
- Check supplier billing and invoices for correctness

**Processes**
- Embrace a continuous learning approach
- Proactively identify and resolve team member related risks/impediments. Escalate when needed

**PROFILE**
- Bachelor’s or Master’s degree in Information Technology or Computer Science or equivalent experience
- Minimum 5 years of experience in Technology Project Management, ideally with a strong exposition to call-centres. Proven technical project management with strong interpersonal and communication skills and high attention to detail
- Salesforce certification (Service Cloud)
- Hands-on experience with technology concepts such as APIs, CRM (SAP, Salesforce Service Cloud), ERP (SAP) and CTI
- Strong knowledge of agile methodology
- Excellent proficiency in English. Fluency in additional languages is appreciated
- Demonstrated experience in leadership, team mentoring. Ability to present ideas in context, which can be understood by technology, business and non-IT personnel
- Ability to function effectively in a fast-paced environment, handle multiple efforts simultaneously, prioritize and meet deadlines, stress resistant
- Experience with Confluence and Jira suitable

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