Bvlgari Assistant Customer Service Training Manager

About Bvlgari

Founded in Rome in 1884, Bvlgari is one of the world’s most distinctive luxury houses, celebrated for its bold Italian creativity, exceptional craftsmanship, and mastery of jewellery, watches, accessories, fragrances, and hospitality. As an employer, Bvlgari offers a refined, international environment where heritage and innovation meet, inviting talent to contribute to a culture of excellence, entrepreneurial spirit, and client-centric elegance. The Maison values diverse expertise, from artisanal savoir-faire to retail leadership and corporate functions, and encourages professional growth within the wider LVMH ecosystem. Working at Bvlgari means joining a Roman-born brand with a global vision and an enduring passion for beauty.

Bvlgari is seeking an Assistant Customer Service Training Manager in Shanghai to plan and deliver team training, improve performance and knowledge resources, and coordinate service initiatives. The role is full-time and office-based.

Role & Responsibilities

• Plan and deliver training for the Customer Service team, including new-hire system, soft-skills and product training, as well as ongoing campaign, product-launch and clienteling training.
• Assess case handling regularly to identify performance improvement areas and deliver training that supports continuous improvement, particularly in clienteling skills.
• Partner with team management on KPI analysis and action plans to improve service and sales results.
• Coordinate regular catch-ups and case sharing with the Global CRC and Training teams, and apply relevant learnings to local practices.
• Coordinate classroom training events delivered by other departments, particularly commercial training, and by external consultants.
• Translate global learning materials into the local language and/or review translations, and make light local adaptations to Corporate training content.
• Improve training tools and the knowledge base, keeping information current and accessible to team members.
• Act as Manager on Duty and conduct on-site monitoring when the CS Supervisor is absent.
• Proactively optimize existing SOPs and ways of working.
• Participate in trial runs and rollouts of team projects, including digital initiatives and client experience events.

Qualifications

• Bachelor's degree.
• Excellent spoken and written English.
• At least 2 years of experience as a trainer in a customer service team; luxury industry experience preferred.
• Self-motivated, with the ability to work in a fast-paced environment.
• Professional experience in knowledge base setup and optimization.
• Good coaching and mentoring skills.
• Good command of Microsoft Office.
• Strong teamwork skills.
• Strong cross-departmental coordination and communication skills.

Skills

Experience

At least 2 years as a trainer in a customer service team; luxury industry experience preferred.

Education

Bachelor's degree.

Workplace

Culture

Bvlgari fosters a dynamic, multicultural workplace where Italian heritage, Roman creativity, and exceptional craftsmanship shape every aspect of the employee experience. The Maison encourages entrepreneurship, collaboration, and a passion for excellence, offering teams the opportunity to contribute to a bold luxury vision across jewelry, watches, fragrances, accessories, and hospitality.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.