Christian Dior Client Service Center Team Leader

Tokyo Japan

Monday, January 20, 2025

Christian Dior Couture, a prestigious name in the luxury fashion industry, is part of the esteemed LVMH conglomerate. Renowned for its exquisite craftsmanship and timeless elegance, the brand offers a dynamic and inspiring work environment where innovation and creativity are at the forefront. As an employer, Christian Dior Couture is committed to nurturing talent and fostering a culture of excellence and collaboration.

1. Lead and implement company strategies within the team.
2. Support both front office and back office teams.
3. Manage, coach, and mentor advisors in line with established guidelines and processes.
4. Collaborate with management and HR to ensure health and safety guidelines are adhered to.
5. Create shift schedules under the guidance of the Operations Manager.
6. Communicate KPIs and sales targets to the team, ensuring achievement.
7. Monitor weekly case closures and support advisors in meeting KPIs and sales goals.
8. Ensure accuracy and compliance in case entries.
9. Assist advisors in resolving complex claims professionally.
10. Collaborate with other CSC team leaders on international purchase claims.
11. Support claims from international customers purchasing in Japan.
12. Monitor daily workflows with the Operations Manager to meet KPIs.
13. Manage the team's daily schedule.
14. Lead weekly team meetings in collaboration with the Operations Manager.
15. Build and maintain strong relationships with related departments and partner companies.
16. Monitor and adjust escalation processes as needed.
17. Identify and verify cases requiring process improvement.
18. Participate in UAT for new or updated systems as necessary.
19. Manage and update guidelines and templates as needed.
20. Conduct monthly quality assessments with the Training & Quality Manager.
21. Enhance brand value, history, product knowledge, and business processes to meet customer and business needs.
22. Ensure all advisors complete online training modules.
23. Manage the team's training schedule with the Training & Quality Manager.

1. Experience in luxury brand boutiques or client services.
2. Supervisory experience of teams of 5 or more in luxury customer service.
3. Skill in handling and resolving complex claims escalated by advisors.
4. Excellent verbal and written communication skills.
5. Strong sales negotiation skills and clienteling experience.
6. Native-level Japanese and intermediate or higher English proficiency.
7. Proficiency in PC operations and Microsoft Office.
8. Knowledge of Salesforce and e-commerce tools is advantageous.

1. Ability to multitask and prioritize various tasks.
2. Efficient work prioritization in challenging situations.
3. Customer-first mindset.
4. Strong leadership and problem-solving skills.
5. Highly motivated, energetic, and inspirational team player.
6. Flexibility to work early, late, and weekend shifts.

Minimum 3 years

The role offers a comprehensive benefits package, including opportunities for professional development and career advancement within the esteemed LVMH group.

Christian Dior Couture fosters a culture of innovation, creativity, and excellence. The workplace is dynamic and collaborative, encouraging employees to push boundaries and achieve their full potential. The brand values diversity and inclusivity, creating an environment where every team member can thrive.