Bvlgari Client Relation Center Manager

Rome • Italy

Wednesday, February 18, 2026

Bulgari, a distinguished name in the luxury fashion industry, is part of the prestigious LVMH Group, renowned for its exquisite craftsmanship and innovative designs in watches and jewelry. As an employer, Bulgari offers a dynamic and enriching environment, fostering creativity and excellence in its pursuit of luxury and elegance.

1. Define and elevate the strategic role of Customer Service, positioning it as a core driver of client experience, brand loyalty, and drive-to-store.
2. Design scalable, luxury-grade Customer Service operating models, interaction guidelines, and service frameworks aligned with brand standards.
3. Ensure alignment of Customer Service vision and roadmap with Omnichannel, Retail, E-commerce, CRM, and Clienteling strategies.
4. Act as the global point of reference for Customer Service teams across all regions, ensuring alignment on vision, standards, governance, and ways of working.
5. Monitor application of Customer Service standards across markets, channels, and external partners.
6. Lead the selection, deployment, and continuous optimization of Customer Service technologies in collaboration with IT and Digital teams.
7. Oversee the evolution and integration of all Customer Service channels, evaluating opportunities to integrate AI use cases to optimize processes and improve Customer Experience.
8. Define, monitor, and optimize global Customer Service KPIs such as NPS, CSAT, First Contact Resolution, Response Time, Conversion Rate, Quality Score, and Engagement Rate.
9. Drive continuous improvement through data-driven insights, customer feedback analysis, and benchmarking against luxury and best-in-class service standards.
10. Implement and govern global quality assurance programs to ensure consistent excellence across all markets and service providers.
11. Support the long-term organizational development of Customer Service Centers worldwide.
12. Design and rollout service-related incentive and commission programs aligned with business goals and client engagement.
13. Design global training programs for B2C service advisors, focusing on luxury standards, tone of voice, soft skills, brand storytelling, and product expertise.

1. Minimum of five years of experience managing Customer Service operations within a premium or luxury environment with international scope.
2. Deep expertise in omnichannel strategies.
3. Strong command of CRM platforms such as Salesforce and customer interaction tools.
4. Proven project management capabilities, including leading and executing cross-functional initiatives.
5. Familiarity with e-commerce platforms, retail store operations, and clienteling tools.
6. Experience with service automation technologies such as chatbots and self-service platforms.
7. Fluency in English; proficiency in additional languages is a plus.

1. Strong leadership and stakeholder management capabilities.
2. Client-centric mindset.
3. Strategic thinker with the ability to translate vision into concrete initiatives.
4. Excellent interpersonal and communication skills.
5. High attention to detail.
6. Data-driven approach and strong problem-solving mindset.
7. Flexibility and adaptability.
8. Team player with a collaborative attitude.

Demonstrated experience of at least five years in managing Customer Service operations within a premium or luxury environment, encompassing responsibilities with an international scope.

Bulgari offers a comprehensive benefits package, including opportunities for career development within the LVMH Group, access to exclusive training programs, and a vibrant work environment that encourages innovation and excellence.

Bulgari fosters a culture of luxury and innovation, where creativity and excellence are at the forefront. As part of the LVMH Group, Bulgari is committed to nurturing talent and providing a collaborative environment that encourages professional growth and development.