Christian Dior Online Customer Service Team Leader

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Location
Jersey CityNew JerseyUSA
Posted
Jun 3, 2025

About Christian Dior

Parfums Christian Dior, a distinguished entity within the LVMH conglomerate, is renowned for its unparalleled commitment to luxury and excellence in the perfumes and cosmetics sector. As an employer, the brand offers an environment that fosters creativity, innovation, and a dedication to maintaining the highest standards of client service.

Join Parfums Christian Dior in Jersey City as an Online Customer Service Team Leader. Lead a team in a luxury digital environment, ensuring exceptional service and operational excellence.

Role & Responsibilities

  • Lead and motivate a team of online beauty consultants to achieve service, sales, and performance targets.
  • Conduct regular one-on-one meetings, team huddles, and performance reviews in collaboration with leadership.
  • Set clear expectations, monitor productivity, and provide coaching and feedback.
  • Foster a positive, inclusive, and high-performance team culture.
  • Track and analyze team KPIs, such as response time, customer satisfaction, and resolution rates.
  • Identify training needs and performance gaps; implement improvement plans as necessary.
  • Ensure compliance with call scripts, quality standards, and service procedures.
  • Manage daily workflow, schedules, and resource allocation to maintain service level targets.
  • Handle escalated customer issues, ensuring timely and satisfactory resolution.
  • Collaborate with cross-functional teams to improve tools and processes.
  • Prepare and deliver team performance reports and actionable insights to leadership.
  • Support onboarding of new agents and ongoing skill development for existing team members.

Qualifications

  • Proven experience managing client service teams.
  • Background in the luxury or cosmetics industry.
  • Proficient across all client communication channels.
  • Strong commercial mindset with the ability to support product selection and drive conversions.

Skills

Excellent communication skills, including strong elocution, storytelling, and writing abilities. Deep understanding of luxury service standards. Tech-savvy with the ability to use and adapt to multiple digital tools. Demonstrated resilience and sound judgment in managing team dynamics and complex client issues. Solutions-focused with a proactive, troubleshooting approach.

Experience

Minimum of 3 years managing client service teams, preferably within the luxury or cosmetics industry.

Workplace

The successful candidate will be located in Jersey City, New Jersey, USA, with easy access to New York City.

Compensation

The salary range is $70,000-$80,000, with flexibility to pay outside this range based on expertise, performance, and tenure.

Benefits

Comprehensive benefits package including health insurance, retirement plans, and employee discounts.

Culture

Parfums Christian Dior fosters a culture of excellence, innovation, and inclusivity, encouraging employees to thrive in a dynamic and fast-paced environment. The brand is committed to upholding the highest standards of luxury service and client care.

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.