Parfums Christian Dior Customer Experience Manager

New York • USA

Monday, February 3, 2025

Parfums Christian Dior, a distinguished name within the LVMH conglomerate, epitomizes luxury and innovation in the realm of perfumes and cosmetics. As part of LVMH, the world's leading luxury goods group, the brand offers unparalleled opportunities for career growth and development, fostering a culture of excellence and creativity.

1. Oversee operations at the North America Customer Service Center in collaboration with Business Processing Outsourcers (BPO).
2. Steer transitions from project inception to operational stability, ensuring seamless integration into everyday functions.
3. Foster Maison-BPO relations, monitoring sales performance, evaluating performance metrics, and setting high service standards.
4. Cultivate synergy among Maisons through shared customer experience strategies that leverage group-wide digital advancements.
5. Pioneer multi-Maison initiatives like NPS benchmarking and mystery shopper programs to enhance overall customer satisfaction.
6. Keep abreast with e-commerce tools & trends such as virtual try-on (VTO), online reservations, and live streaming events to elevate customer interaction.
7. Establish and maintain uniform service protocols across all Maisons in collaboration with internal teams and external partners.
8. Utilize KPIs to monitor customer service delivery; undertake regular assessments for process optimization.
9. Coordinate Maisons tailoring of training modules for continuous improvement of team competencies.
10. Work hand-in-hand with Maisons Digital teams, Marketing, Sales, Operations, etc., aligning customer experience plans with overarching business objectives.
11. Act as an advocate for consumer needs within LVMH Beauty's ecosystem.
12. Collaborate with Tech teams on solutions that amplify mutualization efforts between Maisons while industrializing client-focused technologies.

1. 5-7 years of significant experience in managing customer services within beauty or luxury retail is essential.

1. Leadership skills capable of animating cross-functional teams towards common goals.
2. Outstanding communication skills that establish rapport with both internal stakeholders and external partners.
3. An analytical approach toward leveraging data insights for strategic decision-making.
4. Competence in managing concurrent projects while nurturing relationships across multiple Maisons.
5. Advanced proficiency in Excel.

Minimum 5 years of significant experience in managing customer services within beauty or luxury retail.

The published salary range is a guideline of $115,000-$125,000, with flexibility to recognize and reward various levels of expertise, performance, and tenure.

Comprehensive benefits package including health insurance, retirement plans, and employee discounts on luxury products.

The culture at Parfums Christian Dior is one of innovation, elegance, and excellence. As part of the LVMH group, the brand is committed to fostering a dynamic and inclusive workplace where creativity and collaboration are paramount. Employees are encouraged to push boundaries and contribute to the brand's legacy of luxury and sophistication.