CDI - Client Service Knowledge & Quality Manager - F/H

LVMH Group; Paris; Hybride; EUR 70 000 - 95 000; Plein temps

Résumé du poste

RIMOWA, the iconic luggage brand in the LVMH Group, seeks a Client Service Knowledge & Quality Manager to lead global knowledge management, quality programs, and cross-functional process improvements. You will collaborate with E-commerce, Repair, Finance, Legal, IT and Data to raise service excellence and standardization across markets.

The role emphasizes data-driven decisions, advanced Excel/PowerPoint use, and strong stakeholder management in a fast-paced environment.

Qualifications

• Minimum 5 years of experience in Knowledge Management, Quality or Operations Supervisor within a Client Service.
• Master’s Degree or equivalent.
• You are curious, rigorous, data-driven and result oriented.
• You are comfortable using customer service platforms (e.g., Salesforce Service Cloud or Zendesk).
• You have an entrepreneurial spirit and solution-driven.
• Excellent communication, coaching, and interpersonal skills.
• You are comfortable in a fast pace environment and capable of multi-tasking and managing different stakeholders.
• You have strong analytical skills, you are market aware and curious.
• Advanced proficiency in Microsoft Excel and PowerPoint is required.
• Experience with Salesforce Service Cloud or Zendesk is a plus.

Responsabilités

• Own the structure and maintenance of RIMOWA’s internal knowledge base documents and processes ensuring content is relevant, accessible, and user-friendly.
• Facilitate cross-functional collaboration to capture and disseminate critical knowledge across the organization and in all the regions.
• Drive a culture of continuous improvement, regularly evaluating and optimizing existing processes and tools to enhance team operational efficiency and elevate the client experience.
• Lead the creation of new Client Services guidelines and processes due to cross-functional projects impacting CS, collaborating closely with other departments such as E-commerce, Repair, Finance, Legal, IT, and Data.
• Impulse, design and maintain new communications methods and formats to ensure our Global Client Service team is made aware of relevant updates to ensure full visibility understanding and adherence.
• Implement and manage a structured, data-driven global Quality program and strategically support regional hubs in developing and executing action plans to foster service excellence and improve KPI’s.
• Monitor and evaluate customer service interactions to ensure quality standards are met.
• Work in close collaboration with Global Training team to refine and enhance our onboarding and training programs for advisors.

Connaissances

Knowledge management

Quality

Data-driven

Analytical skills

Communication

Interpersonal skills

Multi-tasking

Entrepreneurial spirit

Result oriented

Formation

Master’s degree or equivalent

Outils

Microsoft Excel

PowerPoint

Salesforce Service Cloud

Zendesk

Description du poste

CDI - Client Service Knowledge & Quality Manager - F/H

Welcome to RIMOWA, the first German brand in the LVMH Group.

In a context of strong acceleration of RIMOWA’s Client Service strategy, we are looking for a Client Service Knowledge and Quality Manager to join the crew.

Reporting to the Global Client Services Manager within the Omnichannel & CRM Department, the CS Knowledge and Quality Manager will play a pivotal role in ensuring the delivery of an outstanding Global Client Service experience, consistent with RIMOWA’s values and standards, in a context of growth, reorganization, and regional specificities.

You will be responsible to drive service excellence across all client service operations, continuously identifying and implementing process improvements, and ensuring stringent adherence to RIMOWA’s standards. You will work closely with all of our markets to ensure global consistency, and benchmarking.

Key Responsibilities:

• Own the structure and maintenance of RIMOWA’s internal knowledge base documents and processes ensuring content is relevant, accessible, and user-friendly.
• Facilitate cross-functional collaboration to capture and disseminate critical knowledge across the organization and in all the regions.
• Drive a culture of continuous improvement, regularly evaluating and optimizing existing processes and tools to enhance team operational efficiency and elevate the client experience.
• Lead the creation of new Client Services guidelines and processes due to cross-functional projects impacting CS, collaborating closely with other departments such as E-commerce, Repair, Finance, Legal, IT, and Data.
• Impulse, design and maintain new communications methods and formats to ensure our Global Client Service team is made aware of relevant updates to ensure full visibility understanding and adherence.
• Implement and manage a structured, data-driven global Quality program and strategically support regional hubs in developing and executing action plans to foster service excellence and improve KPI’s.
• Monitor and evaluate customer service interactions to ensure quality standards are met.
• Work in close collaboration with Global Training team to refine and enhance our onboarding and training programs for advisors.

Job responsibilities

Qualifications:

• Minimum 5 years of experience in Knowledge Management, Quality or Operations Supervisor within a Client Service.
• Master’s Degree or equivalent
• You are curious, rigorous, data-driven and result oriented
• You are comfortable using customer service platforms
• You have an entrepreneurial spirit and solution-driven
• Excellent communication, coaching, and interpersonal skills.
• You are comfortable in a fast pace environnement and capable of multi-tasking and managing different stakeholders.
• You have strong analytical skills, you are market aware and curious
• Advanced proficiency in Microsoft Excel and PowerPoint is required.
• Experience with Salesforce Service Cloud or Zendesk is a plus.

The celebration of our inclusive and diverse culture is at the heart of RIMOWA's DNA. We know that for our company to thrive, we must be able to rely on diverse talents with different backgrounds, skills, and abilities in each of the countries where we operate and to reflect our broad consumer base. We consider diversity to be one of the main drivers of our company's growth.

Additional information

Qualifications:

It is not only the ambition to craft exceptional luggage but also the courage to question the status quo that lies at the heart of everything RIMOWA does. Since its founding by Paul Morszeck in 1898, RIMOWA has cultivated the pioneering spirit that is evident in every suitcase built. Inheriting his father’s visionary approach, it was Richard Morszeck who – inspired by the early days of aviation – discovered grooved aluminium as the ideal lightweight material for RIMOWA suitcases. A design classic was born. With the same ingenuity and courage as his father and grandfather, third generation owner Dieter Morszeck paved the way for RIMOWA’s global success. Thanks to his focus on state-of-the-art technology, uncompromising quality and timeless design, RIMOWA suitcases have become the global companion of choice for a sophisticated clientele. Today, with 3,000 employees worldwide, RIMOWA continues to combine craftmanship with precision technology and a commitment to courageous innovation, staying true to its heritage in today’s ever-changing world.

Crafting Dreams Starts With Yours

At LVMH, people make the difference in the art of crafting dreams. Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential. We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community. Join us at LVMH, where your talent is at the heart of our collective successes.