Yves Saint Laurent Customer Service Manager

Paris • France

Thursday, September 11, 2025

Founded in 1961, Yves Saint Laurent was the first couture house to introduce the concept of luxury ready-to-wear with the creation of the 'Rive Gauche' line in 1966, symbolizing youth and freedom. This pivotal change modernized fashion and revolutionized the socio-cultural landscape. Acquired by Kering's luxury division in 1999, Yves Saint Laurent, under the creative direction of Anthony Vaccarello since April 2016, continues to be a leader in the luxury sector. Today, Saint Laurent's collections include women's and men's ready-to-wear, shoes, handbags, small leather goods, jewelry, scarves, ties, and eyewear.

1. Recruit and supervise a team of 6-8 individuals, ensuring performance aligns with the standards of Saint Laurent.
2. Deploy and ensure training and coaching of team members to enhance their skills and fashion industry knowledge.
3. Conduct regular performance evaluations and provide constructive feedback to drive performance and continuous improvement.
4. Contribute to the development of customer service budgets and resource allocation.
5. Support team members in problem-solving and assist them operationally and functionally in daily tasks.
6. Ensure proper handling of customer orders from entry to shipping/delivery, meeting or exceeding expectations.
7. Efficiently resolve customer issues and analyze customer satisfaction to implement necessary action plans for improvement.
8. Coordinate customer service operations across various regions and collaborate with regional managers to address challenges and opportunities.
9. Develop and implement customer service policies, procedures, and best practices.
10. Oversee payment parameters for showroom orders and order status tracking, including billing and revenue management.
11. Define and manage client management procedures, including advance payments, client blocks, and production cancellations.
12. Manage deliveries and returns based on client or financial needs.
13. Define and manage reorder strategies and delivery discrepancies.
14. Manage flow for store openings and closures, and oversee specific management of jewelry and packaging.
15. Track showroom orders, including cancellations and additions, and ensure integration within internal tools to meet delivery deadlines.
16. Identify opportunities for process and workflow improvements in customer service.
17. Collaborate with other departments to streamline and automate operations and enhance service delivery across distribution channels.
18. Measure performance and implement necessary action plans for optimization.
19. Deploy pricing and billing policies, ensuring compliance and application.
20. Monitor and enforce internal compliance and allocation rules.
21. Serve as the primary contact for clients, addressing their requests and concerns.
22. Create and present customer service performance reports and specific trends to management.

1. Significant experience of 7 to 10 years in managing a customer service department at a regional or global level, preferably in luxury or fashion.
2. Recognized management skills with strong leadership and team management abilities.
3. Customer-oriented with a strong sense of service and the ability to build constructive and positive relationships.
4. Excellent communication skills, agile, proactive, and capable of prioritizing tasks for oneself and the team.
5. Essential analytical and reporting skills.
6. Proficiency in Microsoft Office, SAP, and Stealth.
7. Fluency in English, French, and Italian; proficiency in other foreign languages is an asset in this global context.
8. Willingness to travel occasionally abroad.

1. Leadership and team management
2. Customer service excellence
3. Analytical and reporting
4. Communication and interpersonal
5. Problem-solving and decision-making
6. Proficiency in Microsoft Office, SAP, and Stealth
7. Multilingual proficiency

7 to 10 years of significant experience in customer service management at a regional or global level, preferably within the luxury or fashion sector.

Saint Laurent is committed to diversity and offers opportunities for employees to express their talents individually and collectively, enhancing adaptability in a changing world. As an equal opportunity employer, all qualified candidates are considered regardless of background.

Saint Laurent fosters a diverse workplace where gender, age, nationality, culture, religious beliefs, and sexual orientation enrich the environment. Employees are encouraged to express their talents, contributing to the company's adaptability in a dynamic world. The company values equality and welcomes applications from all qualified candidates.