Parfums Christian Dior Customer Service Vendor Manager

New York • USA

Thursday, April 3, 2025

Parfums Christian Dior, a prestigious brand within the LVMH conglomerate, is renowned for its commitment to luxury and excellence. As part of the Perfumes & Cosmetics division, the brand offers an inspiring work environment that fosters creativity and innovation. LVMH is a global leader in luxury, encompassing a diverse portfolio of over 75 distinguished Maisons, each dedicated to delivering unparalleled quality and craftsmanship.

1. Oversee client operations at the North America Customer Service Center, supervising the Business Processing Outsourcer’s (BPO) day-to-day activities and service delivery.
2. Steer transitions from project inception to operational stability, ensuring seamless integration into everyday functions.
3. Foster Maisons-BPO partnership, monitoring accessibility, operational excellence, and sales achievements, evaluating performance metrics and setting high service standards.
4. Control and challenge capacity planning construction as well as workforce management optimization, regularly reviewing productivity, occupancy, and planning arbitrations between channels/contact types/Maisons.
5. Cultivate synergy among Maisons through shared customer experience strategies that leverage group-wide digital advancements.
6. Pioneer multi-Maison initiatives like NPS benchmarking, mystery shopper programs, and clienteling programs to enhance overall customer satisfaction.
7. Keep abreast with contact-center-as-a-service technologies such as Generative AI advisor assistance, automations for prompt treatment, and omnichannel harmonization to elevate customer interaction through smooth and efficient resolution.
8. Establish and maintain uniform service protocols across all Maisons in collaboration with internal teams and external partners.
9. Utilize KPIs to monitor customer service delivery; undertake regular assessments for process optimization.
10. Coordinate Maisons tailoring of training modules for continuous improvement of team competencies.
11. Work hand-in-hand with Maisons Digital teams, Marketing, Sales, Operations, etc., aligning customer experience plans with overarching business objectives.
12. Collaborate with Tech teams on solutions that amplify mutualization efforts between Maisons while industrializing client-focused technologies.

1. Significant experience in managing remote/digital complex customer services operated by a BPO, ideally within the beauty or luxury industry.
2. Leadership skills capable of animating cross-functional teams towards common goals.
3. Outstanding communication skills that establish rapport with both internal stakeholders and external partners.
4. An analytical approach toward leveraging data insights for strategic decision-making.
5. Competence in managing concurrent projects while nurturing relationships across multiple Maisons.

1. Leadership and team management
2. Excellent communication and interpersonal skills
3. Analytical and strategic thinking
4. Project management
5. Familiarity with contact-center-as-a-service technologies

Minimum 5 years of experience in managing remote or digital complex customer services operated by a BPO, preferably within the beauty or luxury industry.

$115,000-$125,000, with flexibility based on expertise, performance, and tenure.

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

Parfums Christian Dior, under the LVMH umbrella, cultivates a culture of innovation, luxury, and excellence. The company values diversity and inclusion, encouraging employees to bring their unique perspectives to the table. The work environment is dynamic and fast-paced, with a strong emphasis on collaboration and professional growth.