Retail Application & Adoption Manager

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.

MAIN PURPOSE

This position leads the stable operation of retail applications and the successful introduction and adoption of new features and business processes. It is an individual-contributor manager role with no direct reports, providing functional leadership through expertise and cross-functional coordination to improve boutique business continuity and user experience.

KEY RESPONSIBILITIES

Application Support

• Lead the investigation and resolution of incidents and service requests related to retail applications
• Assess business impact and lead root-cause analysis across applications, data, access, devices, and networks
• Own complex issues through effective escalation, user confirmation, and closure

Testing & Release Readiness

• Plan and coordinate functional, integration, regression, and user acceptance testing, ensuring delivery quality
• Define business scenarios, test data, expected results, and evidence, and coordinate defect retesting
• Provide release-readiness recommendations and lead initial post-release stabilisation

User Adoption & Training

• Lead readiness, communication, and training for new features and business-process changes
• Create and maintain user guides, FAQs, quick references, and related materials
• Identify adoption barriers and drive improvement plans with relevant stakeholders

Go-Live & Continuous Improvement

• Coordinate boutique deployments, go-live, and early-life support onsite or remotely
• Maintain knowledge articles, troubleshooting guides, and support procedures
• Analyse recurring issues and recommend prevention, simplification, automation, and user-experience improvements

COMPETENCIES AND EXPERIENCES

• Three or more years of L2 or equivalent application-support experience
• Experience supporting business applications such as POS, retail, inventory, order management, CRM, or ERP
• Experience in incident investigation, troubleshooting, testing, releases, or go-live support
• Understanding of retail processes such as sales, inventory, returns and exchanges, customer orders, and payments
• Ability to analyse issues across applications, data, access, integrations, devices, and networks
• Experience using an IT service-management tool and a basic understanding of incident, problem, change, and knowledge management
• Ability to align multiple stakeholders, clarify priorities, risks, and decisions, and drive outcomes
• Strong Japanese communication skills and working proficiency in English
• Ability to travel to boutiques and provide onsite support when required
• Experience in luxury retail or another high-touch customer-service environment is preferred
• Knowledge or experience in SAP-related processes, application monitoring, ITIL, training, or project management is preferred

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