Christian Dior Client Services Team Lead

Jersey City • USA

Wednesday, December 11, 2024

Christian Dior Couture, a prestigious brand within the Fashion & Leather Goods sector, is renowned for its commitment to excellence and innovation. As part of the esteemed LVMH group, the company offers unparalleled opportunities for career growth and development in the luxury fashion industry.

1. Expertly resolve complex customer cases escalated from Client Advisors, collaborating with multiple teams as necessary.
2. Provide guidance in resolving customer issues, ensuring solutions align with commercial objectives.
3. Act as a subject matter expert for case management and brand standards, guiding Client Advisors in adherence to SOPs and procedures.
4. Oversee and optimize daily workflow in collaboration with peers and CSC leadership to meet SLAs and KPIs.
5. Analyze and communicate workforce management metrics.
6. Collaborate with CSC team members to resolve issues efficiently.
7. Recommend innovative approaches to customer concerns and share successful strategies within the team.
8. Ensure a positive customer experience by embodying core brand values in all interactions.
9. Maintain brand awareness, product knowledge, and business process expertise to meet customer and business needs.
10. Achieve and exceed sales goals and planned KPIs.
11. Ensure accurate client records are maintained using provided technology.
12. Develop strong working relationships within the Dior network.
13. Adhere to Health and Safety regulations.
14. Assist with ad hoc tasks or projects as assigned.

1. Minimum of 1 to 2 years of experience in customer service, preferably in luxury retail, hotel, or concierge businesses, with increasing responsibility.
2. Ability to work a varied schedule including days, nights, holidays, and weekends.
3. Fluent in English; proficiency in Spanish, French, Portuguese, or Mandarin is advantageous.
4. Proficiency in Microsoft Office Suite.
5. Luxury Contact Center experience is a plus.

1. Outstanding written and verbal communication skills.
2. Customer-first mindset.
3. Strong analytical problem-solving skills with attention to detail.
4. Clienteling skills.
5. Natural leadership abilities.
6. Highly motivated and inspirational team leader.
7. Collaborative spirit with a sense of responsibility and reliability.
8. Ability to maintain professionalism under pressure.
9. Adaptability to changing priorities and strategies in a fast-paced environment.

Minimum of 3 years of experience in a customer service role with increasing responsibility, ideally within luxury retail or related industries.

Competitive benefits package including opportunities for career advancement within the LVMH group.

Christian Dior Couture fosters a culture of excellence and innovation, encouraging employees to embody the brand's core values of elegance and sophistication. The company promotes a collaborative and dynamic work environment where team members are inspired to achieve their best.