Christian Dior Senior Director of Client Services

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

• Lead the Client Services Center (CSC) for Dior Americas across the US, Canada, Mexico, and Brazil, overseeing service excellence, people development, commercial performance, and operational execution.
• Partner with cross-functional teams and lead on-site management to exceed financial and KPI targets, uphold Dior brand values in every client interaction, and strengthen brand loyalty and luxury positioning.
• Meet customer service KPIs, service level agreements (SLAs), and sales targets while controlling expenses and maintaining operational standards.
• Improve CSC performance and client satisfaction across eCommerce, Omnichannel, and Retail through KPI analysis and weekly, monthly, and quarterly business reviews.
• Partner with Central HQ, local cross-functional teams, and Retail Boutiques to align Dior Americas and keep the CSC informed across all geographies.
• Keep employees informed, trained, and equipped to exceed client expectations.
• Own the CSC’s P&L.
• Partner with the Fraud & Payment Director to improve systems and processes that reduce fraud, payment issues, and chargebacks.
• Partner with CSC Operations, IT, and Analytics to maintain systems for POS (ShopinDior), CRM (Salesforce), scheduling (Calabrio), product transfers, store client feedback, repairs, and CARE services.
• Forecast volumes and plan capacity to meet peak demand and agreed SLAs.
• Maintain exceptional customer care and meet CX targets across all supported channels.
• Manage client escalations and provide creative solutions to enhance the client experience.
• Drive innovation and build a world-class team serving clients via phone, email, postal mail, chat, and social platforms, including Facebook and Twitter.
• Ensure the team addresses store, corporate, and product inquiries; sales; repairs; returns; defective merchandise; complaints; and policy questions.
• Ensure effective communication across languages and cultures.
• Keep the team current on AI, emerging technologies, processes, and vendors.
• Partner with HR to optimize staffing and resources, including peak-period coverage.
• Oversee CSC recruitment to attract top talent.
• Partner with HR on retention initiatives and internal development for top performers.
• Manage the CSC bonus plan with CSC leadership, Finance, and HR, aligning it with performance goals and business priorities.
• Identify training needs and partner with the CSC Training Head on regular onboarding, product updates, phone etiquette, service quality, and sales training.
• Align with the VP of Training on a consistent omnichannel approach with Retail Boutiques.
• Build and sustain a culture of diversity and inclusion within the CSC.
• Lead CSC office engagement initiatives with HR and leadership, including the monthly calendar, yearly anniversary, and International CSC Week.
• Support CSC budget cycles (Budget, R1, R2), covering headcount, revenue, and operating expenses.
• Participate in monthly P&L reviews with Finance and Digital & Omnichannel leadership.
• Partner with building management to maintain CSC premises and address repairs promptly.
• Lead weekly CSC leadership business and people reviews.
• Serve as a key Digital & Omnichannel leader, contributing to departmental and zone business reviews and strategic initiatives.

Qualifications

• Bachelor’s degree required.
• At least 10 years of leadership or management experience, preferably in a customer service setting.
• In-house Client Services Center experience supporting a multichannel, multiproduct organization.
• Previous luxury retail experience preferred.
• Strong leadership and ability to motivate and engage a large, diverse team.
• Excellent verbal and written communication skills.
• Ability to multitask under pressure.
• Strong problem-solving and de-escalation skills.
• Target- and results-oriented.
• A flair for world-class customer service.
• Fluency in Spanish, French, Portuguese, or Mandarin/Cantonese is a plus.
• Approachable, proactive, and solution-oriented.
• Pragmatic, with sound judgment and common sense.
• Passionate about understanding people’s motivations and skilled at mediating interpersonal challenges.
• Calm under pressure, with a business-focused approach.
• Leads by example through an active floor presence.

Skills

Experience

At least 10 years of leadership or management experience, preferably in a customer service setting; in-house Client Services Center experience supporting a multichannel, multiproduct organization.

Education

Bachelor’s degree required.

Compensation

The base compensation for this position ranges from USD 180,000 to USD 210,000 per annum.

Benefits

Bonus eligibility; medical, dental, and vision plans; Flexible Spending Accounts; short- and long-term disability; employee discount program; paid time off; volunteer time off; holidays; mental health and wellbeing support; family-friendly benefits; reproductive health care; child and elder care services; commuter benefits; 401(k) plans with employer contribution matching; employee referral program.

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.