Team Leader - EMEA Client Service Center - Christi

Skills

Communication Time Management Salesforce Monitoring Negotiation Sales Product Knowledge Attention to detail Motivation Process Improvement

Job Specifications

Poste

Based in our Digital Boutique (La Defense), the Team leader is responsible for assisting with the successful day to day operations of the center and overseeing a team of Advisors ensuring best-in-class client service is delivered consistently and successfully in line with DIOR brand values incorporating a customer-first mindset.

Missions

Tasks And Responsibilities

Manage, coach and mentor a team of Advisors providing guidance in resolving customer issues by following defined processes ensuring the best appropriate solution.
Continually support Client Service Advisors to improve their client service and

communication skills, ensuring their tone and language is professional and empathetic in handling all situations.

Track and complete daily cases, monitoring performance of each advisor and

implement plans to ensure that KPI's and objectives are met.

Works with Operations Manager to oversee, monitor and optimize daily workflow to ensure objectives are achieved.
Develop and maintain brand awareness and history, product knowledge, business

processes and systems expertise to meet ongoing client and business needs.

Ensure detailed and accurate records are being kept for each client using the

technology provided and compliance is being maintained.

In partnership with the management team and HR, ensure all health and safety guideline as well as HR policies & processes are implemented, updated and adhered to.
Develop excellent working relationships within the Dior network.
Work cross functionally with peers, colleagues, retail partners and external vendors to

ensure appropriate resolutions.

Provide support and/or personally handle complex customer cases and expertly resolve.
Identify and assess opportunities for process improvement, both in the CSC, retailer

network, and with any other partners.

Train, coach, and motivate team members.

Profil

Requirements

Education and experience:

Bac+3 required from a higher education

Minimum of 5 years previous experience in leading and managing a team, preferably in client services or luxury indutry (retail, hotel or concierge businesses)

Languages

On top of English, outstanding communication skills, both written and verbal (C2)

in French or Dutch, Arabic, French, German, Italian.

Hard Skills:

Microsoft Office package expert

Strong sense of initiative and solutions oriented with clear demonstration of a customer first mind-set

Outstanding communication skills, both written and verbal

Strong Sales Negotiation Skills And Clienteling Experience

Strong analytical and technical skills with excellent attention to detail; previous

experience with Salesforce a plus.

Soft skills & motivation:

Excellent time management skills, able to work on multiple tasks and deliver results

to agreed

Highly motivated, energetic and inspirational team leader

Results orientated with a determination to make things happen

Ability to identify opportunities for improvements and implement change

Highly motivated, energetic, and inspirational team player

A passion for Christian Dior and our collections

Strong knowledge of fashion and trends

About the Company

Welcome to Christian Dior Couture, House of Dreams, House of Talents. Christian Dior was the designer of dreams. In founding his House in 1947, marked by the revolution of the New Look, he metamorphosed his reveries into wonderful creations. His visionary spirit never ceased to make Clients all over the world feel more beautiful, an inspiration for his successors to this day. Christian Dior Couture, the House of Dreams, is recognized for its French heritage & vibrant culture sublimating its unique Savoir-faire and Creativ... Know more