Customer Service Product Owner- Repair Operations

“Do you enjoy orchestrating evolutions towards operational efficiency and future-ready employee experiences? Are you eager to use the latest technologies and participate to the build of constantly improving solutions? If yes, then apply and join us. A team aiming at accelerating business through technology is waiting for you to step up and have an impact on our Group transformation”

CONTEXT

As part of the new Group Platforms department, Richemont is looking to establish a very dynamic Group Functions Product Management team. This new team will be structured around key capabilities that support our Maisons’ value chain strategy.

The Customer Service Product Owner (PO) will be focusing on the Repair Execution product which is aiming at digitalizing repair operations to optimize technician activities in Customer Services platforms, boutiques and manufactures.

The Customer Service PO will define and materialize the product strategy, prioritizing features to deliver the best possible outcomes for our end-users in full alignment with Group Customer Service business priorities, rules and processes. The Customer Service PO plays a key role in supporting the Group Customer Service strategy by driving the development and optimization of the repair execution product.

HOW YOU WILL MAKE AN IMPACT?

• You will act as the Business-Product Team interface.
• You will develop and promote the Product vision, own the product roadmap and budget and be responsible for management the product throughout its lifecycle.
• You will collaborate with Group Functions / other business stakeholders to discover and understand their needs, translating these into product requirements.
• You will prioritize demand in close collaboration with the business stakeholders (Maisons, Functions and Regions/countries senior management).
• You will maintain and refine product backlog based on changing needs according to business value or ROI, given capacity available.
• You will partner with the development teams and business analysts to make sure the product vision is translated appropriately into the implementation.
• You will align with cross-functional teams across Product Areas to manage cross-areas dependencies.
• You will work with the Product Team to assess IT tools selected to ensure they match business requirements expressed by the business stakeholders (Maisons, Functions, Regions/countries).
• You will ensure that the product training support, tools, and documents are created and shared.
• You will support business in change management approach and share best practices.
• You will conduct regular updates to share how the product/s is/are evolving and to demonstrate how they contribute to the business vision and to the success of Richemont and its Maisons.
• You will continuously seek to improve products to meet Business outcomes, tracking user feedback, benefits, adoption and usage through key metrics / KPIs.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

• Excellence is a top priority for our teams. On this role you have the occasion to play a pivotal role in the development of the Group core operations.
• Your passion for moving forward and achieving will find the perfect context within the team.
• Innovation is at the heart of what we do, joining us means being exposed to latest trends and technologies.

DIMENSIONS

• Minimum 10 years’ experience in projects/products management, including multinational and innovative environment.
• B.Sc. or MSc in Computer Science, Engineering, or a Master’s degree in Business Administration.
• Solid experience in managing technical data in an industrial environment.
• Excellent Business acumen, strong customer orientation.
• Successful experience in facilitation, change management, and cross-business areas problem solving.
• Knowledge of collaborative solutions for product management and Agile frameworks/methodologies
• Experience in implementing PO techniques (e.g. customer journeys, personas, discovery, agile ceremonies).
• Ability to anticipate change through technologies.
• Strong analytical, problem-solving, negotiation and organizational skills.
• Strong interpersonal and communication skills, good listener.
• Ability to present ideas in a user-friendly or executive language at different management levels up to C-Level.
• Experience working in a team-oriented and collaborative environment.
• Proficiency in English is mandatory.