Christian Dior European Customer Service Manager

Parfums Christian Dior, a distinguished entity within the LVMH conglomerate, epitomizes luxury and innovation in the fragrance and cosmetics sector. As an employer, the brand is committed to fostering an inclusive and dynamic workplace where diversity is celebrated and each employee is valued and empowered to contribute to the brand's legacy of excellence.

1. Manage the relationship with LVMH Client Services, ensuring alignment with brand directives and strategic goals.
2. Monitor performance compliance with contractual commitments and budget tracking.
3. Define and share forecasts, contact flows, and resource allocation with service providers.
4. Deploy action plans to enhance performance and ensure seamless communication between headquarters and service providers.
5. Oversee contract management in collaboration with the procurement team and customer service headquarters.
6. Drive innovation through the evolution of internal and external customer service tools and processes.
7. Conduct activity forecasts and resource planning.
8. Promote a clienteling culture to maximize customer lifetime value and exceptional sales.
9. Participate in governance with service providers, including steering, strategic, quality, and NPS committees.
10. Define KPIs, establish reporting, and implement effective feedback loops for continuous improvement.
11. Collaborate with internal stakeholders to define and implement complementary services.
12. Coordinate with support services to ensure continuity of operations and represent the service in internal meetings.
13. Develop close coordination with other departments to optimize customer journeys and ensure high satisfaction.
14. Provide product and service feedback to marketing and product development teams for continuous improvement.
15. Assist in resolving sensitive cases and facilitate inter-departmental coordination rituals for operational and strategic synergy.

1. Master's degree in Business and Management.
2. Minimum 5 years of proven experience in managing service providers for an international call center.
3. Exposure to omnichannel challenges or e-commerce experience.
4. Previous experience in a luxury environment is a plus.

1. Fluent in English and French.
2. Proficiency in Salesforce Service Cloud.
3. Excellent problem-solving skills.
4. Strong analytical skills with the ability to translate results into actionable insights.
5. Good interpersonal skills.
6. Collaborative and team-oriented.
7. Passionate about customer satisfaction.

Minimum 5 years of proven experience in managing service providers for an international call center, with exposure to omnichannel challenges or e-commerce experience. Previous experience in a luxury environment is advantageous.

Master's degree in Business and Management.

The position offers a hybrid working mode, allowing flexibility between office and remote work, and is located in Neuilly-sur-Seine. The company is committed to diversity and inclusion, providing a supportive environment for all employees.

Parfums Christian Dior fosters a culture of inclusivity and respect, where diversity is not only embraced but seen as a cornerstone of the company's success. The brand is dedicated to creating a workplace where every individual feels welcomed and valued, reflecting the diversity of its clientele and the world at large. This commitment to inclusivity is lived daily, with a focus on opening doors to talents from varied backgrounds, including those with disabilities, cultural diversity, or gender differences.