Digital Client Advisor

LVMH Group; France; Sur place; EUR 30 000 - 45 000; Plein temps

Résumé du poste

LVMH Group is seeking a Client Service Advisor in Courbevoie, France, to provide personalized and exceptional service. The successful candidate will engage clients through various channels, driving loyalty and satisfaction.

With a focus on leveraging digital selling skills, you will cultivate long-term relationships while supporting business goals. This role requires Bac+2 education and experience in luxury client service, alongside proficiency in Microsoft Office and English, plus another language.

Qualifications

• Previous experience in luxury client service, boutiques, hotels, or concierge is essential.
• Fluent in English and an additional language: French, German, Italian, Spanish, or Dutch (C2 level).

Responsabilités

• Proactively engage with clients to understand their needs and preferences.
• Utilize clienteling techniques to drive repeat sales.
• Maintain communication with stores for updates on products and promotions.
• Resolve client inquiries via phone, email, or social media.

Connaissances

Client-focused mindset

Sales skills

Multitasking

Collaboration

Digital selling

Formation

Bac+2 from a higher education

Outils

Microsoft Office

Salesforce

Description du poste

The Client Service Advisor plays a crucial role in delivering personalized and exceptional service clients.

They ensure customer satisfaction by addressing inquiries, resolving issues, and actively engaging in clienteling initiatives to drive repeat business and enhance the overall client experience.

In close connection with Retail, they provide tailored assistance and foster long-term relationships.

Every client interaction is an opportunity to deliver outstanding service and build loyalty.

This role places a strong emphasis on leveraging digital selling skills to drive commercial success and achieve strategic business goals.

Job responsibilities

Business Development and Store Coordination

• Proactively engage with clients through various channels to understand needs and preferences, leveraging strong sales skills and a commercial mindset.
• Utilize clienteling techniques to anticipate client needs, provide product recommendations, and drive repeat sales through the digital selling ceremony.
• Maintain close communication with stores to stay updated on product offerings, promotions, and store events, and to coordinate and facilitate client visits, ensuring a smooth transition and experience from online to offline interactions.
• Drive to achieve and exceed planned KPIs (such as sales, clienteling, client experience...).
• Recommend new and innovative approaches to address client concerns.
• Develop excellent working relationships within the Dior network.

Client Support and Communication

• Provide a positive, courteous, and pleasant client experience by incorporating all core brand values and integrity throughout each interaction.
• Consistently provide a highly professional approach and outstanding service in order to resolve client issues; communicate effectively and with empathy via phone, email, social media and/or written correspondence.
• Assist client in resolving problems, concerns, or issues they may encounter with a product or service by responding to client inquiries and requests through various channels, including phone, email, chat or social media.
• Maintain a professional and empathetic demeanor when interacting with clients, ensuring a positive experience and fostering client loyalty.
• Keep accurate records of client interactions, transactions, and details of inquiries, comments, and complaints.
• Ensure all client communications are handled in line with Dior policies.
• Demonstrate brand awareness, storytelling and product knowledge when communicating with clients.
• Ensure qualitative monitoring and updating of customer information, according to the Dior tools, to retain actual customers and detect new high‑potential ones.

Issue Resolution and Escalation

• Escalate client issues that require further resources to the appropriate supervisor.
• Collaborate with others to address and resolve client issues effectively.

Product and Service Knowledge

• Develop in‑depth knowledge of the products or services offered to provide accurate and helpful information to clients.

Client Satisfaction and Feedback

• Monitor client feedback and satisfaction levels, identifying areas for improvement.
• Contribute to the development of client experience policies to ensure a consistently high level of service is provided.

Profile

Education and experience

• Bac+2 required from a higher education.
• Previous experience in luxury (client service, boutiques, hotels, or concierge). Retail experience is a plus.

Languages

• On top of English, an additional language is mandatory: French or German, Italian, Spanish, or Dutch (C2 level).

Hard Skills

• Proficient in Microsoft Office.
• Salesforce knowledge a plus.
• A passion for Christian Dior and our collections.
• Able to multi‑task and prioritize competing tasks.
• Able to work a varied schedule.
• Clear demonstration of a client‑first mindset with a strong commercial focus.
• Collaborative and team spirit.
• Agile, ability to adapt quickly to changes.