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Change Lead

Company: Richemont
Location: Grand Prairie
Posted on: May 3, 2021

Job Description:

At Richemont North America, We are proud to employ talent from many different backgrounds, experiences, and identities. We believe that when diversity and inclusion are fully embraced and empowered, creativity and knowledge emerge to deliver excellence. We continue to work towards creating a workforce that represents the diversity of our clients and our communities.

KEY RESPONSIBILITIES

Communication and Stakeholder Management:

  • Be the integrator between frontline teams & clients, and project organizations. Ensure that different perspectives are heard (and seen to be heard).
  • Develop detailed and well-considered stakeholder management plans that you, in partnership with others, can then act on.
  • Seek out feedback from a range of stakeholders to identify likely pitfalls and develop mitigation plans.
  • Create and deliver artefacts to support change needs, including presentations, process documents, procedures, emails, FAQs, long-form content, and other media as required to most effectively communicate to stakeholders.

Accurately Identify, Prioritize and Track Needs:

  • Analyze New Retail business, particularly Client Relations Centre, to identify specific change needs and potential impacts of proposed projects.
  • Maintain a backlog of change needs prioritized appropriately and socialized with appropriate stakeholders on an ongoing basis - no surprises mentality.
  • Understand how different parts of the business interface with one another and use this knowledge to clarify scope, identify change impacts and inform stakeholder management plans.

Support Change Implementation:

  • Track implementation of projects, including measuring outcomes, validating that requirements have been delivered, and supporting end users during project hypercare where required.
  • Maintain a record of achievements and report on this consistently to stakeholders as agreed.
  • Build the capability of others through role modelling, training, and coaching where appropriate and needed to manage change effectively. Share best practices across the organization.

Reinforce Changes, Measure & Celebrate Success:

  • Foster and maintain a collaborative working environment with stakeholders.
  • Monitor processes for compliance and reinforce by providing feedback to associates and/or leaders.
  • Link the specific deliverables achieved with improvements in performance and celebrate successes with stakeholders and supporting teams.

JOB PROFILE

Education:

  • BS/BA or equivalent experience required.
  • Communications degree viewed favorably.
  • Prosci, Lean, Six Sigma, or similar project certifications viewed favorably.
  • Required Experience:
  • 3 to 5 years of experience in customer service, sales, or operations coordination/support.
  • Experience in process or business transformation and change.
  • Experience supporting end-to-end projects, from conception/ideation through delivery.

Technical Skills / Abilities:

  • Excellent communication & influence skills, including presentation skills and writing for influence.
  • Ability to build consensus among multiple levels and functions within the organization.
  • Process mapping, value stream mapping, or similar, including familiarity with MS Visio or similar and/or BPML.
  • Ability to synthesize theoretical models to apply to projects and processes.
  • A strong understanding of customer expectations in luxury and digital.
  • Fluency in English is required, French and/or Spanish language skills viewed favorably.
  • Strong MS Office skills required.

Personal Skills:

  • Excellent verbal and written communication skills.
  • Expert understanding of client experience, particularly in retail or luxury services industry.
  • Tenacious and results-driven.
  • Empathic, honest, and discrete.
  • Service-oriented attitude and an exceptional ability to resolve conflict.
  • Enthusiastic approach with clients and colleagues.
  • Entrepreneurial spirit to develop opportunities and build long-lasting processes and stakeholder relationships.
  • Collaborative approach with ability to foster a united work environment with a "can-do" attitude.
  • Strong attention to detail with the ability to handle multiple tasks simultaneously with precision.
  • Ability to work in a fast-paced, evolving environment.
  • Intellectual curiosity and passion for learning.

LEARN MORE ABOUT LIFE AT RICHEMONT AND OUR MAISONS BELOW

Nearest Major Market: Dallas

Nearest Secondary Market: Fort Worth

Keywords: Richemont, Grand Prairie , Change Lead, Other , Grand Prairie, Texas

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