Team Leader - EMEA Client Service Center

Dior; France; Sur place; EUR 45 000 - 70 000; Plein temps

Résumé du poste

Une entreprise de luxe réputée recherche un Team Leader pour sa Boutique Digitale à La Défense. Le candidat idéal aura une expérience avérée en gestion d'équipe et un esprit axé sur le client, avec une passion pour Dior et la mode. Il sera responsable de l'encadrement d'une équipe pour garantir un service client d'excellence, ainsi que pour optimiser les opérations quotidiennes.

Qualifications

• Minimum de 5 ans d'expérience en gestion d'équipe, de préférence dans l'industrie du luxe.
• Anglais courant (C2), d'autres langues sont un plus.
• Passion pour Dior et les tendances mode.

Responsabilités

• Gérer, coacher et mentorer une équipe d'Advisors.
• Suivre et optimiser le flux de travail quotidien.
• Développer des relations solides au sein du réseau Dior.

Connaissances

Leadership

Communication écrite et verbale

Négociation commerciale

Analyse

Gestion du temps

Formation

Bac+3

Outils

Microsoft Office

Salesforce

Description du poste

Social network you want to login/join with:

Client:

Dior

Location:

France

Job Category:

Other

EU work permit required:

Yes

Job Reference:

105c5e5983bb

Job Views:

2

Posted:

28.06.2025

Expiry Date:

12.08.2025

Job Description:

Poste

Based in our Digital Boutique (La Défense), the Team Leader is responsible for assisting with the successful day-to-day operations of the center and overseeing a team of Advisors to ensure best-in-class client service is delivered consistently and successfully, aligning with DIOR brand values and a customer-first mindset.

Missions

TASKS AND RESPONSIBILITIES:

• Manage, coach, and mentor a team of Advisors, guiding them in resolving customer issues following defined processes to ensure appropriate solutions.
• Support Client Service Advisors in improving their client service and communication skills, ensuring professionalism and empathy in all interactions.
• Track and complete daily cases, monitor individual performance, and implement plans to meet KPIs and objectives.
• Collaborate with the Operations Manager to oversee and optimize daily workflow to achieve objectives.
• Develop and maintain brand awareness, product knowledge, and business processes to meet client and business needs.
• Maintain detailed and accurate client records using provided technology, ensuring compliance.
• Ensure health and safety guidelines and HR policies are implemented and adhered to, in partnership with management and HR.
• Develop strong working relationships within the Dior network.
• Work cross-functionally with peers, retail partners, and external vendors to resolve issues.
• Support and handle complex customer cases, resolving them expertly.
• Identify opportunities for process improvement across various teams and partners.
• Train, coach, and motivate team members.

Profil

REQUIREMENTS

• Higher education Bac+3 required; minimum of 5 years experience leading and managing a team, preferably in client services or luxury industry (retail, hotel, or concierge).
• Fluent in English (C2); proficiency in French, Dutch, Arabic, German, or Italian is a plus.
• Expertise in Microsoft Office; Salesforce experience is a plus.
• Strong initiative, solutions-oriented, with a customer-first mindset.
• Excellent communication skills, both written and verbal.
• Strong sales negotiation and clienteling skills.
• Analytical skills with attention to detail.
• Soft skills include excellent time management, motivation, energy, and team leadership.
• A passion for Christian Dior and fashion trends.