Rimowa Client Service Team Lead

Cologne • Germany

Wednesday, August 27, 2025

RIMOWA, a distinguished member of the LVMH Group, is renowned for its commitment to crafting premium travel essentials that seamlessly blend functionality with luxury. As a pioneering German Maison within the LVMH portfolio, RIMOWA has been at the forefront of innovation and craftsmanship for over 125 years. The brand is dedicated to fostering a dynamic and inclusive work environment that encourages professional growth and development within the global luxury fashion industry.

1. Ensure efficient operational management of the client service team and adherence to Service Level Agreements (SLAs).
2. Promote continuous service quality improvement and manage escalations effectively.
3. Ensure compliance with existing processes and identify opportunities for improvement.
4. Plan and allocate resources to achieve performance goals.
5. Identify training needs and implement training programs.
6. Provide support for store and workshop inquiries.
7. Act as a liaison between the Client Service Team and other departments to ensure seamless collaboration.
8. Promote continuous learning and development within the team.
9. Analyze client service data to identify trends, patterns, and areas for improvement.
10. Develop and implement processes to enhance efficiency, quality, and client satisfaction.
11. Create regular reports on team performance.
12. Ensure clear and effective communication within the team and with other departments.

1. A degree in Business Administration, Communications, or a related field; equivalent qualifications gained through relevant professional experience will also be considered.
2. At least 5 years of proven leadership experience in client service, ideally in a call center or in the retail/luxury segment.

1. Demonstrated experience in direct client interaction, including adeptly handling problem-solving, escalations, and systematic follow-up.
2. Excellent communication skills, both written and verbal.
3. Analytical competence to evaluate service quality, identify optimization potential, and develop targeted solutions.
4. Strong ability to prioritize, even under high pressure, as well as a high level of resilience.
5. Team player with a hands-on mentality and a proactive mindset.
6. Fluency in both German and English is a must. Additional language skills are an advantage.

Minimum 5 years of leadership experience in client service, preferably within a call center or retail/luxury segment.

A degree in Business Administration, Communications, or a related field.

Employees enjoy 30 days of paid vacation annually, flexible working hours, and a RIMOWA Essential Cabin suitcase as a gift post-probation. Additional perks include corporate benefits, a 30% discount on RIMOWA products, a company pension scheme with a high employer contribution, and access to a great canteen. Employees also receive a subsidized Urban Sports Club membership, public transportation ticket, and job bike. The international environment offers development opportunities within LVMH.

RIMOWA prides itself on its inclusive and diverse culture, which is integral to its identity. The company values diverse talent with a range of backgrounds, skills, and capabilities, reflecting its broad consumer base. Diversity is seen as a key enabler for business growth, fostering an environment where innovation and creativity thrive.