Global Client Service Knowledge & Quality Lead

LVMH Group

Paris

Hybride

EUR 70 000 - 95 000

Plein temps

Il y a 4 jours

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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.