B2C Payment Operations & Project Manager

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B2C Payment Operations & Project Manager

senior · Operations

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.

In light of rapidly evolving customer payment landscape, Richemont has launched a Customer Payment Services (CPS) Program as part of the Group’s Transformation towards New Retail. The main objective is to embrace new technology in delivering an outstanding customer payment experience and new digital customer services across all channels. Our mandate for CPS Program:

To manage financial assets and risks by researching & innovating, strategizing and implementing Customer Payment Services for all Group Businesses globally, across all channels in an integrated, scalable, secure and compliant way to enable the Group to Craft the Future

To deliver on its mandate, CPS team is responsible to:

• Enable new payment services to accelerate New Retail
• Establish a common omnichannel payment platform
• Improve payment data intelligence and establish data-centric payment organization
• Protect brand equity from payment fraud, reputational damage & liabilities
• Establish and manage core strategic supplier relationships and contracts
• Manage CPS demand and initiative portfolio
• Lead cross-functional teams in designing & deploying strategic payments & services solutions
• Ensure excellent execution of identified strategies in full compliance with Group strategy, operating model and internal rules
• Simplify operational processes through automation and digitization of the CPS value chain
• Establishment of central Customer Payment & Services expertise

HOW WILL YOU MAKE AN IMPACT?

To support the delivery of the CPS strategic roadmap, we are recruiting a B2C Payment Operations & Project Manager – Group Customer Payment Services

This role is for someone who is a self-starter, understands new technologies and is passionate about creating best in class customer experiences, is committed to operational excellence, has excellent communication skills and is able to document effectively, enjoys exploring data for insights, can build the bridge between the business and the technology teams, who has excellent project management skills.

Specifically, the role is to:

• Payments Operations & Compliance:
  • Act as a Subject Matter Expert for B2C payment activations, ensuring strict adherence to Group operational procedures and evolving regulatory requirements (e.g., 3DS, PSD2, GDPR, PCI, Scheme rules).
  • Establish and continuously optimize customer payment operational processes and procedures, collaborating closely with key stakeholders across Retail, Digital, Anti-Fraud, Security, Technology, and Finance.
  • Serve as an escalation point for critical operational matters and facilitate the seamless integration of newly acquired businesses into Richemont's B2C payment framework.
  • Coordinate the contractual review and contract signature in collaboration with internal and external stakeholders
  • Develop and maintain a centralized repository for contract data 

• Operational Excellence & Process Improvement:
  • Proactively identify and address bottlenecks and inefficiencies within payment operations and global contracts.
  • Design and implement streamlined workflows and best practices to enhance efficiency and significantly reduce manual effort (e.g., MIDs review, KYC reviews, reconciliation escalations).
  • Analyze existing payment flows, identify inefficiencies in configuration and payment acceptance, propose solutions to reduce transaction fees, and optimize payment methods setup across all markets.
  • Develop and maintain a standardized support model for B2C payment operational queries and oversee payment platforms user access and payment accounts management (Adye, Paypal, myAccess, etc).
  • Coordinate change management activities related to payment terminal fleet upgrades and regulatory changes impacting established processes.

• Knowledge Management & Regional Upskilling:
  • Develop comprehensive training materials and empower regional teams and Maison through regular upskill sessions on best practices in B2C payment processing and operational procedures.
  • Maintain a robust knowledge management database to capture, structure, and retain internal knowledge on payment processes.

• Project Management:
  • Lead and manage multiple regional and global payment-related projects simultaneously, ensuring delivery within defined milestones and KPIs.
  • Gather business requirements, organize design workshops, plan project organization and governance, and effectively manage project dependencies and risks.
  • Coordinate with regional and global stakeholders, maintaining stakeholder mapping and escalation routes.
  • Ensure meticulous documentation of weekly project updates, audit trails, issues, and actions.
  • Plan and facilitate steering meetings with senior stakeholder groups, ensuring effective communication with cross-functional partners throughout all project phases.
  • Act as a Business Owner, collaborating closely with scrum teams throughout the payment product development cycle and contributing to the determination of payment product roadmaps.

HOW WILL YOU EXPERIENCE SUCCESS WITH US?

Qualifications

• University degree in Finance, Business or Technology, preferable with an MBA diploma
• Ideally PRINCE 2 Practitioner, PMP certified or equivalent project management qualification

Experience

• 10+ years of experience in Finance or Business in a multi-cultural, matrixed environment
• 8+ years of experience managing projects at a regional and global level including cross functional teams
• 5+ years of experience in an omnichannel B2C environment and/or Customer Payment Services preferred
• Proven track record managing global operations including business processes improvement, supplier management & global contracts
• Proficiency in data and analytics concepts, tools, and methodologies
• Solid experience in agile project management
• Demonstrated expertise in leading distributed cross-functional teams
• Sound knowledge of ERP systems such as SAP and Analytics tools; Proficient in MS Excel, PowerPoint, Word, Visio

Skills

• Ability to see challenges before they arise and track record of anticipating and mitigating issues
• Strong problem-solving skills
• Proven track record of owning and delivering projects on time, scope and budget with effective issue resolution
• Strong sense of responsibility, self-starter, well organised, good planner, able to work independently and meet deadlines
• Continuous improvement mindset
• Excellent organization skills, and ability to manage multiple responsibilities
• Strong verbal/written communication and data presentation skills, including an ability to effectively communicate with both business and technical teams
• Strong interpersonal skills
• Learning agility
• Analytical and quantitative skills; ability to interpret data and summarize, back up assumptions and make recommendations
• Strong in understanding macro trends & strategic priorities whilst being hands-on, with strong attention to detail
• Knowledgeable about technology
• Excellent English (any other language is considered an asset)

#Richemont #WeCraftTheFuture