Rimowa Client Care Manager

About Rimowa

Founded in Cologne in 1898, Rimowa stands as a benchmark of modern luxury travel, renowned for its iconic grooved aluminum suitcases and uncompromising German engineering. As an employer, the Maison offers a distinctive environment where heritage craftsmanship, industrial precision, design innovation, and elevated client experience converge. Part of the LVMH Group, Rimowa provides opportunities across product development, manufacturing, retail, digital, marketing, and corporate functions within an international culture shaped by excellence and forward movement. The brand seeks individuals who value quality, creativity, resilience, and meticulous execution, inviting them to contribute to objects designed not merely to accompany journeys, but to define them.

Role & Responsibilities

• Lead daily MGCCC operations and ensure compliance with RIMOWA service and operational standards
• Oversee client enquiries, repair cases and service requests, ensuring professional and timely resolution
• Manage complex client cases and escalate exceptional matters to the Store Manager
• Ensure clear communication on warranty, quotations, repair scope and lead times
• Monitor client feedback and NPS and implement service recovery actions
• Maintain a safe, organised and client-ready environment
• Lead, coach and develop the Client Care team to deliver service and performance objectives
• Set team expectations, conduct coaching and performance reviews, and address performance or conduct issues
• Identify development needs and oversee training and onboarding
• Manage rosters, leave and manpower deployment to ensure operational coverage
• Support recruitment and succession planning with the Store Manager and HR
• Foster a collaborative, accountable and high-performance team culture
• Allocate and prioritise technician work and monitor productivity, workload and turnaround times
• Coordinate Client Care Officers and technicians to ensure accurate assessments, efficient repairs and clear client communication
• Monitor KPIs including NPS, repair lead times, case backlog, technician productivity and spare-parts accuracy
• Review workflow and case ageing and implement actions to address operational gaps
• Ensure accurate recording of cases, warranty decisions, repairs and client communications in Repair Management and Cegid systems
• Manage MGCCC spare-parts inventory, including receipt, storage, issuance, replenishment and cycle counts
• Investigate discrepancies and ensure compliance with group procedures and shrinkage controls
• Prepare operational reports and performance updates as required
• Ensure compliance with warranty policies, Client Care guidelines, SOPs, internal controls and audit requirements
• Review warranty assessments within delegated authority and escalate exceptional cases
• Partner with the Store Manager on operations, manpower, client experience and business priorities
• Collaborate with workshop and retail teams to ensure seamless client journeys
• Train retail teams on Client Care, warranty, product assessment, repair and escalation procedures
• Identify improvements to productivity, service quality, inventory accuracy and client satisfaction
• Support regional projects, system enhancements and service initiatives

Qualifications

• Degree or diploma in business, hospitality, retail management, customer experience or a related discipline
• Minimum ten years of relevant experience in Client Care, customer service, after-sales service, luxury retail, hospitality or a related environment
• At least three years of people-management or substantial team-leadership experience
• Demonstrated experience in handling complex client escalations and service recovery
• Experience managing operational performance, workforce deployment and service-quality standards
• Proficiency in Microsoft Office and familiarity with client, repair or inventory-management systems

Skills

Experience

Minimum ten years of relevant experience in Client Care, customer service, after-sales service, luxury retail or hospitality, with at least three years of direct people-management or substantial team-leadership experience. Prior exposure to warranty assessment, repair operations or spare-parts inventory management is advantageous.

Education

Degree or diploma in business, hospitality, retail management, customer experience or a related discipline.

Workplace

Culture

Rimowa fosters a workplace culture rooted in German engineering, precision craftsmanship, and a forward-looking spirit of innovation. As a global luxury house, it values collaboration, attention to detail, and entrepreneurial thinking, offering teams an environment where heritage and modern design come together to shape exceptional travel 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.