- Location
- Paris Île-de-France France
- Employment
- Full-Time
- Seniority
- Senior
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Sep 30, 2026
About Diptyque
Founded in Paris in 1961 by Christiane Montadre-Gautrot, Desmond Knox-Leet and Yves Coueslant, Diptyque is a fragrance and lifestyle maison distinguished by its artistic heritage, imaginative storytelling and exacting craftsmanship. From its historic boutique at 34 Boulevard Saint-Germain, the house has cultivated an international presence through perfumes, scented candles and objects for the home. As an employer, Diptyque brings together talents across fragrance development, design, retail and corporate functions, united by an appreciation for beauty and the sensory experience. Its distinctive universe offers professionals the opportunity to contribute to a Parisian maison where creativity, attention to detail and thoughtful client relationships underpin the brand’s identity.
Diptyque seeks a Senior Customer Relationship Specialist to lead personalized customer service delivery across retail, e-commerce, and wholesale channels within the Digital department. Reporting to the European Customer Service Director, the incumbent will balance operational client support with a mentoring role, resolving customer inquiries across all channels whilst championing brand storytelling and driving customer loyalty through strategic engagement and process excellence.
Role & Responsibilities
- Manage customer inquiries across all channels with efficiency and professionalism, ensuring resolution and satisfaction per established guidelines
- Reinforce brand awareness and customer loyalty by eloquently communicating the Maison's storytelling and product value proposition during each client interaction
- Drive customer retention through e-commerce clienteling initiatives and management of customer reviews and service ratings
- Support business growth and customer experience enhancement via remote ordering services
- Moderate public customer feedback on Diptyque's social media accounts and boutique evaluations
- Maintain comprehensive product and campaign knowledge alongside mastery of brand storytelling
- Administer digital operations tasks including returns, refunds, credit notes, and dispute resolution
- Escalate customer-impacting situations to appropriate teams in accordance with established processes
- Act as a reference point for advisor colleagues on processes, tools, and customer satisfaction standards
- Support advisors in managing complex cases and high-dissatisfaction situations, assuming ownership when necessary to ensure optimal resolution
- Provide operational support to team members on activity management including customer inquiries, administrative tasks, and prioritization
- Update and maintain knowledge bases, processes, training materials, FAQs, and Zendesk templates
- Facilitate onboarding and continuous development of permanent and temporary advisors
- Lead and contribute to cross-functional projects and process improvement initiatives
Qualifications
- Bilingual proficiency in French and English; third language highly valued (German, Italian, or Spanish)
- Excellent written and verbal communication skills across all languages
- Proven ability to manage complex customer situations while maintaining composure and positivity
- Mastery of e-commerce order management, including web ordering, payment, delivery, returns, and refunds
- Proficiency in customer relationship management back-office tools such as Zendesk, Magento, PayPal, or equivalent
- Capacity to manage multiple simultaneous objectives with effective time management and collaborative team approach
- Empathetic, dynamic, solution-oriented mindset with strong problem-solving capability
Skills
Experience
1 to 3 years in a premium, luxury, or e-commerce customer service environment, preferably in an international setting
Education
Diploma or equivalent qualification in customer relationship management
Workplace
The role is situated in Paris, Île-de-France, France.
Explore jobs in Île-de-France or in France.
Benefits
Potential Saturday work schedule
Culture
Diptyque’s workplace culture is shaped by its Parisian artistic heritage, combining creative expression with a meticulous approach to fragrance, design and storytelling. Across its métiers, the Maison places emphasis on curiosity, craftsmanship and attention to detail, inviting employees to bring its distinctive universe to life through thoughtful client experiences.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Diptyque, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Service Lead», «Senior Client Relations Advisor», «Customer Experience Specialist», «Client Relations Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.