Christian Dior Client Service 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, implement, and optimize customer journey processes in collaboration with internal and external stakeholders across e-commerce, marketing, logistics, retail, and fraud prevention teams
• Develop and adapt customer relationship guidelines reflecting cultural specificities and market expectations for personalized engagement across all regions
• Drive AI transformation initiatives by contributing to user experience strategy, implementing use cases, and measuring feature performance
• Establish and monitor key performance indicators (KPIs) for service quality and operational efficiency
• Implement corrective actions and evaluate customer satisfaction through NPS scores and mystery shopping programs
• Produce international operational activity reports including scorecards and annual assessments
• Collect, centralize, and synthesize cross-functional information (cosmetic vigilance, quality, marketing, data protection) to ensure reliable and comprehensive responses
• Define training needs and develop cross-market training modules in collaboration with central and regional training teams
• Serve as expert lead for customer service community, facilitating knowledge sharing and co-development of competencies
• Provide actionable customer insights to inform strategic initiatives and ensure customer-centric focus across the organization

Qualifications

• Master's degree (Bac +5) from business school or equivalent university qualification
• Minimum 5 years of experience coordinating teams within an international Customer Relations Centre
• Fluent English (mandatory)
• Demonstrated expertise with CRM tools and customer relationship management platforms
• Proficiency in Salesforce Service Cloud preferred
• Strong orientation toward customer satisfaction and demonstrated sensitivity to luxury and cosmetics sectors
• Proven ability to design and implement efficient operational processes
• Analytical and synthesis capabilities
• Excellent written and oral communication skills

Skills

Experience

Minimum 5 years of demonstrated experience in team coordination and management within an international Customer Relations Centre environment, with proven success in customer service excellence and operational optimization.

Education

Master's degree (Bac +5) from a business school or equivalent university qualification.

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.