Galeries Lafayette Customer Relations Manager
- Location
- LyonAuvergne-Rhône-AlpesFrance
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Apr 21, 2026
About Galeries Lafayette
An international luxury fashion maison operating in premium retail environments. The employer emphasizes impeccable client service, refined merchandising and an elevated in‑store experience. Roles typically sit within a retail network and offer exposure to clienteling, CRM and cross‑channel service practices common to major luxury groups.
Confidential luxury brand — Customer Relations Manager in Lyon Part‑Dieu. Lead client service, CRM and after‑sales for a premium retail house.
Role & Responsibilities
- Lead day‑to‑day customer relations operations for the Lyon Part‑Dieu store, ensuring a seamless, high‑touch experience across channels (in‑store, phone, email).
- Manage and coach a small team of client advisors and after‑sales specialists; set performance objectives, conduct reviews and deliver ongoing training.
- Resolve escalated client complaints and complex service issues with professionalism and discretion, preserving brand reputation and client loyalty.
- Operate and optimise clienteling and CRM processes: maintain client records, drive personalised outreach and support VIP servicing strategies.
- Monitor service KPIs and prepare operational reports for local management; propose process improvements to increase NPS, retention and conversion.
Qualifications
- Proven managerial experience in luxury retail customer service, client relations or after‑sales.
- Demonstrable track record of delivering high standards of client care and managing escalations with discretion.
- Strong organisational skills with the ability to prioritise conflicting client and operational demands.
- Fluency in professional communication and experience training frontline sales or service teams.
Skills
Experience
Typically 3–5 years in luxury retail customer service or client relations, including at least one year in a supervisory or lead capacity; experience with CRM‑driven clienteling and after‑sales operations preferred.
Education
Bachelor’s degree or equivalent in business, hospitality, retail management or a related discipline preferred; vocational qualifications in customer service acceptable.
Workplace
The successful candidate will be located in Lyon, Auvergne-Rhône-Alpes, France.
Culture
The employer fosters a service‑centric culture rooted in elegance, attention to detail and personalised client care. Teams operate in a collaborative environment where discretion, product knowledge and professional development are valued.
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 Galeries Lafayette, 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 «Client Relations Manager», «Client Services Manager», «Customer Experience Manager», «After‑Sales 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.