Christian Dior Customer Service Center Team Leader

About Christian Dior

Christian Dior Couture is an iconic French haute couture and luxury fashion house renowned for craftsmanship, elegance and creative direction across ready-to-wear, accessories and leather goods. The maison operates globally and is part of the LVMH group, combining a heritage-driven approach to artisanal savoir‑faire with contemporary retail and client experience standards.

Role & Responsibilities

• Lead, coach and mentor the customer service team to instil a client-centric service mindset and continuously elevate service attitudes and engagement techniques.
• Develop and maintain specialist knowledge of business processes and customer service systems to ensure consistent delivery against evolving client and commercial requirements.
• Resolve customer issues in accordance with internal procedures; provide guidance and escalate or personally handle complex enquiries to a timely resolution.
• Anticipate client needs and lead personalised initiatives to strengthen client relationships and enhance the purchasing experience.
• Plan, monitor and manage workflows and KPI-driven sales targets to secure achievement of performance objectives.
• Collaborate with internal stakeholders and external vendors to identify, evaluate and implement process improvement opportunities.
• Partner with Operations and HR to implement, update and ensure compliance with health & safety guidelines and staffing policies.

Qualifications

• Minimum 6 years' experience in luxury customer service (retail or hospitality experience preferred).
• Proven experience managing teams and operating within a customer service centre environment.
• Demonstrable capability in KPI management, workflow planning and achievement of sales/service targets.
• Exceptional analytical aptitude, meticulous attention to detail and strong written and verbal communication skills.
• Customer-first, problem-solving orientation with the ability to manage complex, sensitive client situations.
• Energetic, proactive leader and team player who motivates and inspires colleagues.
• Availability to work shifts including weekends and public holidays; flexible scheduling as required.
• Proficient in multitasking and comfortable using MS Office applications.

Skills

Experience

Minimum six years in luxury customer service with demonstrated team-management experience; prior exposure to retail or hospitality customer-service operations and contact-centre procedures is highly desirable.

Education

Bachelor's degree or equivalent professional experience in business, hospitality, retail management or a related field preferred.

Workplace

Benefits

Sales incentives; performance-related annual bonus; flexible benefits package; retirement pension; condolence allowances; comprehensive health check-up; group accident insurance; uniform and work phone; new hire welcome kit; employee discount; seasonal gift (Christmas).

Culture

The maison blends couture heritage with contemporary retail excellence, fostering a workplace where craftsmanship, creativity and client obsession coexist. Employees are supported through structured onboarding, continuous training and visible career development pathways within the LVMH ecosystem.

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.