Customer Service Business Analyst

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.

 FOR THOSE WHO WELCOME CONNECTION

Join a highly connected community where individual expertise and shared experience combine across disciplines to spark fresh ideas and keep us moving forwards.  Play your part in driving our collective success.

 YOUR ROLE

We are seeking a Custumer Service Business Analyst that have a strong analytical mindset and the ability to turn complex Customer Service data into clear, actionable business recommendations.

You are a partner efficiently with operational teams, understand their challenges and lead the implementation of data-driven solutions that improve performance.

You are comfortable engaging with stakeholders at different levels of the organization, challenging assumptions and communicating insights with clarity and assertiveness.

You combine rigor, agility and strong priority management to deliver high-quality analysis.

PLAYING YOUR PART

 You will:

-          Deliver actionable business insights:

·         Conduct ad hoc strategic analysis using Customer Service data to identify trends, explain performance drivers and support informed business decisions.

·         Perform regular analysis of Customer Service operational performance across markets and the Manufacture, highlighting key variances, risks and opportunities.

·         Support resource planning and capacity management, define the relevant assumptions and indicators to refine forecast models, and communicate expected trends to operational stakeholders.

-          Lead analytics and reporting projects:

·         Lead the implementation of selected analyses and analytical solutions in partnership with operational, from business-needs definition through deployment and adoption.

·         Manage analytics initiatives from initial conception and prototype testing to global rollout, ensuring milestones, dependencies, and business priorities are met.

·         Proactively identify reporting gaps and inefficiencies, proposing analytical solutions that streamline daily workflows and operational routines.

·         Collaborate closely with analytics engineer to define business logic, translate metrics into data modeling requirements, and test underlying data pipelines.

·         Guarantee consistency, accuracy and integrity of CS data across all systems (SAP, GCP, Looker), applying standardized KPI definitions across markets.

-          Lead data transformation project for Customer Service (project):

·         Lead the migration of current reporting tools to Looker, ensuring business continuity, data consistency, stakeholder alignment and effective user adoption.

·         Develop onboarding documentation, run interactive training sessions, and guide end-users on leveraging Looker for self-service analytics.

·         Establish usage tracking routines to monitor dashboard adoption, gather user feedback, and iterate solutions to keep tools relevant and impactful.

WHAT WILL MAKE YOU SUCCESSFUL?

Success in this role will require:

·         Master’s degree in Data, Engineering, Business Intelligence, or equivalent experience

• 3–5+ years of experience as a Business Analyst, Data Analyst, or Analytics Consultant, ideally within luxury, aftersales.
• Technical skills:

·         BI & visualization: proven expertise in Looker and PowerBI (DAX)

·         Data management & analysis: strong proficiency in SQL, familiar with cloud data wharehouses (GCP / BigQuery), R or python coding is a plus

·         Tools: advanced excel, knowledge of SAP ERP systems is a strong asset

• Analytical thinking: Ability to translate business questions into structured analysis, and formulate clear, evidence-based recommendations.
• Business acumen: Ability to build effective relationships with operational stakeholders, understand field realities and deliver impactful recommendations.
• Communication: Clear and assertive communication, with the agility to adapt messages and interactions to different audiences and levels of seniority.
• Organization: Rigor, reliability and strong priority-management skills, with the ability to meet deadlines and thrive in a dynamic environment.
• Languages: Fluent in French and English, with the ability to communicate analysis clearly in an international environment.

 Vacheron Constantin celebrates 271 years as the world’s oldest watchmaker in continuous production since 1755.  Headquartered in Geneva, Switzerland, we operate a global retail network of nearly 200 points of sale across 36 countries. Every member of our exceptional global community of watchmakers, artisans and dedicated professionals share a common devotion to our exceptional heritage and a passion to trailblaze an even brighter future. 

If this sparks your imagination, we welcome your application

#Richemont #WeCraftTheFuture