Christian Dior Team Leader, Client Service Center

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, manage, and develop a team of client service advisors, establishing clear performance expectations and delivering regular, constructive feedback
• Conduct regular coaching and training sessions to enhance advisors' skills in client interaction, service delivery, and issue resolution
• Monitor team performance metrics, provide ongoing guidance for continuous improvement, and establish individual development plans aligned with career progression
• Instill a client development and repurchasing mindset among the team, driving client retention and lifetime value
• Manage and mentor advisors in resolving complex customer issues by following defined escalation processes to ensure optimal solutions and satisfaction
• Support Client Service Advisors in enhancing their communication skills, ensuring consistently professional and empathetic tone and language
• Ensure high levels of client satisfaction by addressing inquiries, resolving issues promptly, and maintaining positive client experiences
• Collect, analyze, and act upon client feedback to identify systemic areas for improvement and implement necessary changes
• Oversee escalation procedures for complex client issues, ensuring timely resolution and feedback to relevant stakeholders
• Personally handle and expertly resolve high-priority and complex customer cases
• Maintain detailed and accurate client records using provided technology systems in full compliance with data protocols
• Set performance targets for the team and monitor progress, delivering regular performance reports to senior management
• Identify and implement strategies to optimize team efficiency, website tools functionality, and commerciality across all contact channels
• Track daily case completion, monitor individual advisor performance, and implement action plans to achieve KPIs and business objectives
• Collaborate with the Operations Manager to oversee, monitor, and optimize daily workflow to achieve departmental objectives
• Develop strong working relationships across the Dior network and work cross-functionally with retail partners and external vendors
• Contribute to the development and continuous refinement of client experience policies, procedures, and service standards
• Identify and assess opportunities for process improvement across the Client Service Center, retailer network, and partner organizations

Qualifications

• Baccalauréat +3 (Bachelor's degree) from an accredited higher education institution
• Minimum 5 years of previous experience in luxury sectors (retail, hospitality, or concierge) in a team leadership or management role
• Demonstrated experience managing a team within a client service center or equivalent customer-facing environment
• Outstanding written and verbal communication skills at C2 level in English
• Proficiency in at least one additional language: French, German, Italian, Spanish, or Dutch
• Proven track record in performance management and driving results through clear goals, metrics, and accountability
• Strong talent development capability with experience coaching, providing continuous feedback, and fostering career progression
• Demonstrated ability to build and maintain a client-first mindset across team operations
• Strong sales negotiation and clienteling skills with proven ability to drive revenue and elevate client experience
• Excellent collaborative and cross-functional working approach
• Demonstrated ability to identify and implement process improvements with a results-oriented mindset

Skills

Experience

Minimum 5 years of professional experience in luxury sectors (retail, hospitality, or concierge services) with demonstrated success in a team leadership capacity. Proven experience managing and developing teams within a client service center or similar high-volume customer-facing environment is essential. Track record of driving performance results, implementing process improvements, and fostering client satisfaction in luxury brand contexts.

Education

Baccalauréat +3 (Bachelor's degree equivalent) from an accredited higher education institution.

Workplace

Benefits

Permanent full-time contract (CDI), 5 weeks annual leave, varied schedule with potential Sunday volunteering, remunerated onboarding program, hybrid work opportunity (2 days per week remote possible after initial skill-building phase).

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.