Senior Director, Luxury Client Services Center

LVMH; New York (NY); On-site; USD 180,000 - 210,000; Full time

Benefits offered by this job

Employee discount program

Comprehensive benefits

401k matching

Job summary

The Senior Director of Client Services Center at Dior Americas will lead the CSC for Dior across the US, Canada, Mexico and Brazil, driving service excellence and strategic execution. You will oversee on-site management, develop high-performing teams, and ensure exceptional client experiences that reflect Dior’s luxury positioning.

You will partner with cross-functional leaders, manage the CSC P&L, and deliver against KPIs while advancing talent development, brand standards, and omnichannel

Qualifications

• At least 10 years of leadership or management experience.
• In-house Client Services Center experience supporting a multichannel, multiproduct organization.
• Experience in luxury retail is a plus.

Responsibilities

• Lead the CSC for Dior Americas across the US, Canada, Mexico, and Brazil, focusing on service excellence and people development.
• Own the CSC’s P&L and drive commercial performance while meeting KPIs and controlling expenses.
• Collaborate with Central HQ, local teams, and Retail Boutiques to align objectives and ensure consistent customer experiences across geographies.
• Foster a culture of inclusion, training, and high engagement; oversee recruitment, retention, and performance management.
• Manage escalations, implement process improvements, and drive innovations in contact channels and technology.
• Partner with IT, Analytics, and Fraud/Payment to optimize systems (POS, CRM, scheduling) and reduce issues.

Skills

Leadership

Communication

Multitasking

Problem solving

De-escalation

Customer service

Languages (bonus)

Tools

ShopinDior

Salesforce

Calabrio

Job description

The Senior Director of Client Services Center at Dior Americas will lead the CSC for Dior across the US, Canada, Mexico and Brazil, driving service excellence and strategic execution. You will oversee on-site management, develop high-performing teams, and ensure exceptional client experiences that reflect Dior’s luxury positioning.

You will partner with cross-functional leaders, manage the CSC P&L, and deliver against KPIs while advancing talent development, brand standards, and omnichannel