Rimowa Client Service Knowledge and Quality Manager
- Location
- ParisÎle-de-FranceFrance
- Employment
- Full-Time
- Seniority
- Mid-Level
- Posted
- Aug 28, 2026
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.
RIMOWA seeks Client Service Knowledge and Quality Manager in Paris. Lead global service excellence, quality programs, and knowledge management. Full-time role within LVMH.
Role & Responsibilities
- Establish, structure, and maintain RIMOWA's internal knowledge management systems and documentation, ensuring content accuracy, accessibility, and user-friendliness across all regions
- Facilitate cross-functional knowledge capture and dissemination across the organization, coordinating between departments to ensure consistency and operational alignment
- Design and implement a structured, data-driven global quality assurance program with strategic support for regional hubs in developing and executing service excellence action plans
- Lead the development of new client service guidelines and processes resulting from cross-functional projects, collaborating with E-commerce, Repair, Finance, Legal, IT, and Data teams
- Monitor and evaluate customer service interactions to ensure adherence to RIMOWA quality standards and key performance indicators
- Create and maintain communication frameworks and methodologies to ensure transparent visibility and understanding of critical updates across the global client service team
- Drive a culture of continuous improvement by regularly evaluating and optimizing existing processes and tools to enhance operational efficiency and elevate the client experience
- Partner with the Global Training team to refine and enhance onboarding and development programs for client service advisors
Qualifications
- Minimum 5 years of professional experience in knowledge management, quality assurance, or operations supervision within a client service environment
- Master's Degree (Bac +5) or equivalent qualification
- Proficiency with customer service platforms and tools
- Advanced mastery of Microsoft Excel and PowerPoint
- Experience with Salesforce Service Cloud or Zendesk (preferred)
- Fluent English proficiency
Skills
Experience
Minimum 5 years of professional experience in knowledge management, quality assurance, or operations supervision within a client service function, demonstrating progressive responsibility for service delivery standards, process improvement initiatives, and regional or global coordination.
Education
Master's Degree or equivalent qualification (Bac +5 or higher).
Workplace
This position is based in Paris, Île-de-France, France.
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.
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 Rimowa, 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 «Service Operations Quality Lead», «Client Service Excellence Manager», «Knowledge Management Supervisor», «Customer Service Quality Director», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.