Service Manager - Client Service Center

Position

JOB PURPOSE :

Based in our Client Services Center in Paris, the Service Manager is a strategic partner and thought leader responsible for overseeing the successful day to day operations of the center.

Real back-up for the CSC Director, the service manager is accountable for the two main pillars of the CSC : deliver a best-in-class service & ensure a great place to work organization.

This role is pivotal in the transition of our customer service towards a real “Digital Maison” where our CSC client advisors are both best in class in service and excellent sales ambassadors for the DIOR Maison.

The team lead by the service manager is composed by 8 Team Leaders who on their turn lead our customer facing team of 80-90 client advisors.

BUSINESS OBJECTIVES :

Achieve and exceed the quality of service expected by the service

Sales targets for the CSC

Efficiency and effectiveness of the team

TASKS AND RESPONSIBILITIES :

Design a strong and compelling strategy to achieve our business ambitions

Has the sales experience and profitability of the CSC at the center of its goals

Coach the Team Leaders towards the business objectives

Create and sustain the leadership framework of our organization

Monitor and analyze metrics to identify areas of improvement and co-build action plans together with the leadership team

Gatekeeper for our outmost levels of quality

Responsible to deploy the client development strategy in partnership with the client development manager and the CRM team

Identifies areas of improvement within the business and is capable to lead change and find consensus

Ensures that our health and safety guidelines are implemented and followed

Is capable to unlock our team potential through coaching

Is responsible for the compliance of our procedures and that every customer interaction is aligned with the DIOR standards

Can create strong relationships with our network (HQ, Retail, external business providers)

Profile

• More than 10 years previous experience in luxury (retail, customer service is a plus)
• Strong leadership and coaching skills, having led large teams (more than 50 people)
• Previous customer facing experience
• Track record of exceptional sales results
• A can-do mindset focused on solutions and able to overcome challenges while staying motivated
• An exceptional team player, open to work in a multaicultural environment
• Agile leader, able to prioritize in a fast pace environment
• Strong technological know-how, able to understand our systems and their interdependences
• Proficient in english, able to pass clear and inspiring messages