Christian Dior Client Service Transformation and Business Development 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.

Parfums Christian Dior is seeking a Client Service Transformation and Business Development Manager to lead the rollout of new customer service centres and drive omnichannel service, operational and commercial efficiency, and customer satisfaction. Reporting to the Customer Relations Director, the role leads project business cases, implementation, growth opportunities, KPI tracking, change management and cross-functional collaboration. Permanent, full-time position.

Role & Responsibilities

• Identify the human, financial and technical resources required and develop the project budget.
• Define and formalize the business case for each implementation project, quantifying costs, expected benefits and return on investment (ROI).
• Develop the programme schedule, defining phases, key milestones and deliverables.
• Coordinate all stakeholders, including internal teams, external providers, markets and regions.
• Organize and lead project review meetings, ensuring communication and collaboration among stakeholders.
• Identify and anticipate potential risks and obstacles, and implement corrective action plans.
• Establish key performance indicators (KPIs) to track programme progress and measure its success.
• Prepare regular progress reports for management and stakeholders, communicating project status clearly and transparently.
• Communicate proactively and effectively with all teams affected by the project.
• Identify the human and organizational impact of the transformation on customer service teams.
• Develop and implement a tailored communication and change management plan, involving employees from the outset.
• Support managers in leading change and engaging their teams.
• Recognize and promote teams’ achievements and efforts throughout the transformation.
• Provide detailed analysis of markets’ quantitative and qualitative data, align it with local strategies and support decision-making.
• Analyze customer service data to provide a comprehensive view of the customer experience and enable targeted actions across the customer journey.
• Identify and develop new growth opportunities.
• Act as the primary internal and external contact for all matters related to the transformation programme.
• Support and coordinate Omnichannel, E-business, Client Development, Retail Education, IS, business departments, and market and regional executive teams.

Qualifications

• Graduate of a leading engineering or business school.
• At least 5 years of professional experience, ideally in consulting or in-house, with a track record in transformation project management and business development in customer service, customer experience or retail.
• Strong project management expertise, including scoping, organization, rigor, analysis, oral and written synthesis, speed of execution, autonomy and the ability to engage a team.
• Business- and finance-oriented, with the ability to consider different perspectives and engage with diverse stakeholders, including executive committees, general managers, retail teams and e-business teams.
• Proficient in project management, reporting and financial analysis tools.
• Strong interpersonal and influencing skills in a dynamic international environment, with the ability to collaborate across functions.
• English as a working language and French are essential.
• Advanced Excel proficiency and demonstrated ability to build financial models.
• Proficiency in Business Intelligence tools, including Power BI.
• Knowledge of Salesforce Service Cloud (SFSC) is strongly preferred.
• Demonstrates critical thinking, strategic vision, professional rigor, analytical thinking, problem-solving and stakeholder management.

Skills

Experience

At least 5 years of professional experience, ideally in consulting or in-house, with a track record in transformation project management and business development in customer service, customer experience or retail.

Education

Degree from a leading engineering or business school.

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.