Christian Dior Client Experience & Retail Performance Project Manager

About Christian Dior

Christian Dior, founded in Paris in 1946, stands as one of the world’s most influential maisons, uniting haute couture, ready-to-wear, leather goods, fragrance, beauty, and exceptional retail experiences. As an employer, Dior offers a culture shaped by artistic audacity, meticulous craftsmanship, and the pursuit of excellence, where heritage and innovation continually enrich one another. Its teams collaborate across ateliers, studios, boutiques, and corporate functions within an international environment that values elegance, precision, inclusivity, and entrepreneurial spirit. Working at Dior means contributing to a legacy of timeless style while helping define the future of luxury with creativity, discipline, and purpose.

Role & Responsibilities

• Define and govern customer experience measurement frameworks at global scale, overseeing Mystery Shopping programs and NPS/Voice of Customer initiatives
• Elaborate annual customer experience measurement surveys in partnership with retail education and external service providers
• Conduct monthly quantitative and qualitative analysis of customer experience data, identifying key insights and presenting findings to Executive Committee and retail community via monthly newsletter
• Design and deploy 360° customer experience plans, translating insights into standards, initiatives, and action plans for the worldwide retail network
• Support market teams in developing customer engagement and development plans at point-of-sale, ensuring alignment with global brand guidelines and local consumer expectations
• Drive Voice of the Field program, transforming field feedback into concrete actions, tools, and improvement recommendations
• Contribute to retail performance levers, particularly regarding field incentives, compensation structures, and commission frameworks
• Identify leverage points for customer experience optimization at retail locations and coordinate cross-functional teams to ensure cohesive implementation

Qualifications

• Minimum 5 years of experience in customer experience measurement and retail performance
• Demonstrated expertise in Mystery Shopping programs, NPS systems, and customer voice analytics
• Strong initiative and ability to manage stakeholders across functions and geographies
• Proven collaboration and teamwork capability in matrix environments
• Excellent communication and interpersonal skills
• Strategic vision aligned with luxury retail excellence
• Analytical mindset with ability to translate data into actionable insights

Skills

Experience

Minimum 5 years in customer experience measurement and retail performance, ideally within luxury goods, perfumes, cosmetics, or fashion sectors. Proven track record developing and implementing global customer experience frameworks and managing complex stakeholder relationships across retail networks.

Education

Not specified

Workplace

Culture

Christian Dior fosters a culture of refined creativity, exceptional craftsmanship, and continuous innovation, where teams are encouraged to uphold the Maison’s heritage while shaping the future of luxury. As an employer, it offers a dynamic and exacting environment that values collaboration, excellence, and the development of talent across artistic, retail, and corporate disciplines.

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.