Christian Dior EMEA Client Service Center

Christian Dior Couture; France; Hybride; EUR 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

5 semaines de congés annuels

Télétravail possible 2 jours/sem.

Program d’intégration

Résumé du poste

Christian Dior Couture recherche un Team Leader Service Client pour diriger le Centre de Services Client situé à l'ouest de Paris. Vous définissez les objectifs de vente, alignez les efforts de l'équipe sur les buts commerciaux et assurez une satisfaction client de premier ordre.

Vous encadrez, formez et soutenez les conseillers, analysez les retours clients et optimisez les processus pour améliorer l'efficacité et le taux de réachat.

Qualifications

• Bac+3 requis auprès d'un établissement d'enseignement supérieur.
• Minimum 5 ans d'expérience dans le secteur du luxe (retail, hôtellerie ou conciergerie) avec leadership.
• Anglais courant (niveau C2) à l'écrit et à l'oral; maîtrise du moins d'une langue parmi Français, Allemand, Italien, Espagnol, Néerlandais.

Responsabilités

• Diriger et développer une équipe de conseillers service client.
• Coacher et former les conseillers pour améliorer la qualité du service et la résolution des problèmes.
• Suivre les performances, fixer des objectifs et rendre compte à la direction.
• Stimuler le chiffre d'affaires et la réachat client par le biais du service client.
• Maintenir des interactions clients exemplaires et documenter les dossiers clients.
• Collaborer avec d'autres départements et partenaires du réseau Dior.

Connaissances

Gestion de performance

Développement des talents

Coaching

Orientation client

Négociation commerciale

Excellente communication

Collaboration

Amélioration des processus

Autonomie & leadership

Orientation résultats

Formation

Bac+3

Description du poste

Poste

The Client Service Team Leader at Christian Dior Couture, reporting to the Service Manager, is responsible for leading and developing a high-performing client service team within the Client Services Center (west of Paris). This role involves setting selling objectives, aligning team efforts with sales goals, maximizing service revenue, and ensuring best-in-class client satisfaction by providing coaching, guidance, and support to representatives. The Team Leader ensures service aligns with DIOR brand values and a customer-first mindset, encompassing all aspects of client interaction and team development.

Missions

Team Management and Development:

• Lead, manage, and develop a team of client service advisors, setting performance expectations and providing regular feedback.
• Conduct regular coaching and training sessions to enhance advisors' skills in dealing with clients, quality of service, and issue resolution capabilities.

• Monitor team performance, provide guidance for continuous improvement, and create development plans

• Instill a client development and repurchasing mindset among Client Advisors, driving client return.
• Manage, coach, and mentor a team of Advisors, providing guidance in resolving customer issues by following defined processes to ensure the best solution.
• Continually support Client Service Advisors to improve their client service and communication skills, ensuring professional and empathetic tone and language.
• Train, coach, and motivate team members.

Client Satisfaction and Issue Resolution:

• Ensure high levels of client satisfaction by addressing client inquiries, resolving issues, and maintaining a positive client experience.
• Collect and analyze client feedback to identify areas for improvement and implement necessary changes.
• Oversee the escalation process for complex client issues, ensuring timely resolution, feedback to relevant stakeholders, and ultimate client satisfaction.
• Personally handle complex customer cases and expertly resolve them.
• Ensure detailed and accurate client records are kept using provided technology, maintaining compliance.

Performance Management and Reporting:

• Set performance targets for the team and monitor progress, providing regular reports to senior management.
• Identify and implement strategies to improve team efficiency and effectiveness in handling client inquiries and resolving issues.
• Identify and implement strategies to improve website/tools efficiency.
• Identify and implement strategies to boost commerciality through all channels of contact.
• Track and complete daily cases, monitor performance of each advisor, and implement plans for KPIs and objectives.
• Work with the Operations Manager to oversee, monitor, and optimize daily workflow to achieve objectives.

Collaboration and Process Improvement:

• Collaborate with other departments to address and resolve client issues effectively and efficiently.
• Contribute to the development and improvement of client experience policies, procedures, and standards to ensure a consistently high level of service.
• Develop excellent working relationships within the Dior network.
• Work cross-functionally with peers, colleagues, retail partners, and external vendors for appropriate resolutions.
• Identify and assess opportunities for process improvement in the CSC, retailer network, and other partners.

Profil

Education and Experience:

• Bac+3 required from a higher education institution.
• Minimum of 5 years' previous experience in luxury (retail, hotel, or concierge) leading and managing a team, ideally in a client service center.

Languages:

• Outstanding communication skills (written and verbal C2) in English, plus proficiency in at least one of the following: French, German, Italian, Spanish, Dutch.

Skils associated:

Performance Management - drives results through clear goals, metrics, and accountability

People Development - grows talent through coaching, continuous feedback, and career progression

Coaching - the core tool of any strong people manager, enabling daily impact on the team

Results-oriented - keeps the team focused on outcomes, not just activity

Clear client-first mindset - embeds the customer at the center of every team decision and priority

Strong sales negotiation & clienteling - directly drives revenue and elevates the client experience

Outstanding communication (written/verbal) - essential for aligning the team, managing up, and influencing stakeholders

Collaboration - a team leader multiplies impact through others, not alone

Ability to identify/implement improvements - captures the process improvement and doer mindset in one

Impact Driven - ensures effort translates into meaningful, measurable outcomes

Priority Management - keeps the team focused on what matters most to hit targets

Business Acumen - enables smart commercial decisions, reading performance data, and understanding the broader market context

Information à l'attention des candidats

Contractual Information:

• CDI full-time, 5 weeks holiday.
• Varied schedule (possible Sunday volunteering), rotating shifts during opening hours of the Client Service Center.
• Onboarding program included (remunerated).
• Remote work (2 days/week) possible after skill-building.