EMEA Client Service Center

Description

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.

Les 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

Informations complémentaires

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.

Perspectives d'évolution

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.