Client Service Executive at Richemont · Dubai

Richemont, one of the world leaders in the luxury sector, has various Houses specializing in jewelry, watches and high-end accessories. Each Maison proudly embodies a tradition of style, quality and craftsmanship and Richemont strives to preserve the heritage and identity specific to each of them. At the same time, we are committed to innovating and designing new products in line with the values ​​of our Houses, through a process of permanent creativity.

How will you make an impact?

As a Client Service Executive, you will play a key role in supporting the delivery of exceptional after-sales service across our boutique network. Acting as a trusted partner to boutiques, you will help drive operational excellence, support service initiatives, and contribute to a seamless client experience throughout the repair and personalization journey.

You will work closely with boutiques, internal stakeholders, and external partners to ensure service standards are consistently upheld while fostering a culture of client-centricity and continuous improvement.

Key Responsibilities

Boutique Operations & Service Excellence

• Act as the first point of contact for boutiques on daily Client Service topics, providing operational support and guidance.
• Support Client Service operations, including repair follow-ups, service administration, SAP/DARE processes, and digital tools adoption.
• Coordinate technical issue resolution and follow up on IT-related requests impacting Client Service operations.
• Assist with training and coaching boutiques on Client Service procedures, repair standards, and service best practices.
• Support complaint management activities and contribute to proactive service recovery initiatives to enhance client satisfaction and loyalty.
• Ensure boutiques remain aligned with Client Service standards through regular follow-up and operational support.

In-Boutique Services

• Provide support and guidance on in-boutique services, including quick services and personalization activities.
• Support boutique teams through regular refreshers on service procedures, personalization guidelines, and machine usage.
• Monitor the availability of service tools, shipping materials, and operational supplies across the network.
• Consolidate boutique feedback related to personalization services, quality concerns, and operational improvements.
• Coordinate with external vendors for equipment installation, maintenance, and training activities.

Client Service Community

• Contribute to Client Service communications by sharing updates, reminders, and operational priorities.
• Support the onboarding and capability development of boutique Client Service teams.
• Promote collaboration, knowledge sharing, and alignment across the boutique network.
• Contribute to continuous improvement initiatives that enhance service consistency and operational efficiency.

How will you experience success with us?

• Previous experience in Client Service, Retail Operations, After-Sales Service, or a related environment.
• Strong organizational skills and attention to detail.
• Excellent communication and stakeholder management abilities.
• Proactive, solution-oriented, and collaborative mindset.
• Comfortable working with operational systems and digital tools.
• Proficiency in Microsoft Office; SAP knowledge is an advantage.
• Luxury retail or hospitality experience is a plus.

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