Christian Dior - Client Service Center Operation Manager
LVMH
luxury
Christian Dior
client service center
Japan, Tokyo
Customer service
Full-Time
9441
|
LVMH Japan Group
|
Posted
2024-07-18
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Summary
Christian Dior G.K. is looking for Client Service Center Operation Manager.
JOB PURPOSE:
Based in our Client Service Center (CSC) in Toranomon, the Operations Manager is a strategic partner and a thought leader, who is responsible for overseeing the successful day to day operations of the Center. He/ She shall ensure a seamless and best in class client service is delivered by the CSC team, in line with DIOR brand values & with a proper customer-first mindset.
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 sales for Christian Dior Couture.
The team lead by the Operation Manager is composed of 3 team leaders and 20-30 client advisors.
BUSINESS OBJECTIVES:
- Maintain high SLA/KPI on Service (answering rate and lead time in particular)
- Achieve CSC Sales targets (Ecommerce, Boutique reservations, Video Appointment)
- Improve Quality (higher scores for NPS and CX)
- Improve Productivity/Efficiency of the team and each individual
- Maximum effort on securing resources and maintain low attrition rate
All employees have great love and respect for Christian Dior. We have very open and international office environment, and we interact each other regardless of positions or ages.
If you have strong passion for fashion and are looking for a with great teamwork and friendly working environment, Christian Dior G.K. will be a great match!
Various career paths are available both at Christian Dior or with different brands within the LVMH group.
e.g.
- Increased responsibilities in line with growth of the company
- The same position in other LVMH group companies
Key Qualifications
Experience / Knowledge / Skills
More than 5 years previous experience in luxury (retail, customer service is a plus) as well as a Previous customer-facing working experience
Strong leadership and coaching/mentoring skills, having led large teams (more than 20 people)
Strong Soft skill and Clienteling skills; previous experience in handling client inquiries throughout various communication tools including phone, email, social media, chat, video, and other media
Track record of exceptional sales results
Strong analytical with excellent attention to detail
Solutions oriented and a clear demonstration of a customer first mind-set
A can-do mindset focused on solutions and able to overcome challenges while staying motivated and energetic
An exceptional team player, open to work in a multicultural environment
Agile leader, able to multi-task and prioritize in a fast-pace environment, also under pressure
Strong technological know-how, able to understand our systems and their interdependences (previous experience with Salesforce or equivalent tool a plus)
Proficient in Japanese with Business level English, able to pass clear and inspiring messages
Able to work a varied schedule including hours/days/nights/holidays and weekends, when necessary
Responsibility
This position reports to Client Service Center Senior Manager
Continuously deliver a Best-in-Class Service (Daily Operation, Process, Quality, & Sales Management)
Design a strong and compelling strategy to achieve our business ambitions:
1．ELEVATE CSC CLIENT EXPERIENCE
Monitor and analyze metrics to identify areas of improvement and co-build action plans together with the CSC Management Team
Gatekeeper for our outmost levels of quality: work closely with Training and Quality Manager to ensure best in class Service quality in all channels
Oversee workflow management; review, track and oversee numbers and performance of teams.
Communicate team KPI’s to Team Leaders and teams, share updates in a timely basis and manage any changes.
Ensure all data is being entered into the appropriate systems so that client interaction history is kept
Create strong relationships with our network (HQ, Retail, Boutiques, other CSC Hubs external business providers
2．BOOST CSC REVENUE GENERATION
Coordinate with other departments and within own department to ensure that CSC team meet sales target in all channels (Btq, EC, Video appointment)
Work closely with Client Development Manager & CRM to implement the clienteling strategy, properly & efficiently perform outreach Campaigns, ensure smooth Video Appointments execution.
3．IMPROVE CSC OPERATIONAL EFFICIENCY
Identifies areas of improvement within the business, provide recommendation and drive their executions
Respect and secure the compliance of our procedures and that every customer interaction is aligned with the DIOR standards
Ensure Proper use by the CSC team of all information systems required to support operations, including: POS (Cegid), CRM (Salesforce), Ecommerce (Fluent), Video Appointment (Bambuser), Scheduling, product transfer requests, client feedback tracking with the stores, repair management and CARE services, etc.
Assess and implement required escalation processes and ensure they are successfully applied.
Work closely with CSC Central Operation Coordinator and other CSC Operation Managers in other regions to share best practices and solve customer issues
4. ENSURE CSC IS A GREAT PLACE TO WORK ORGANIZATION (including People Management and Development)
Oversee the Client Services Center Team Leaders and their teams to ensure a customer first mindset is consistently applied ensuring excellent service and delivery is met.
Create and sustain proper leadership
Constantly coach/mentor Team to develop own skills and right mind-set
Perform OTO with each team member and provide necessary feedback in timely manner to support them develop their business skills
Support team to successfully achieve Sales/KPI/Quality objectives (both individual and collective)
Support teams to map his/her own detailed career plan to achieve his/professional goals
Create warm and comfortable workplace and maintain low attrition rate
In partnership with the management team and HR, ensure all health and safety guidelines are implemented, followed, updated and adhered to.
Secure efficient workforce management: make sure to create efficient work roaster and manage overall team schedule including training and meetings
Other
Christian Dior
Founded in 1947 in Paris. Ever since the first show, Dior has kept attracting people with the new look which is elegant, structured, and infinitely feminine. Dior has been a vocal supporter of gender equality and female empowerment and as part of the support, we launched mentorship program: Women @Dior
Women @Dior
A year long project that pairs female Christian Dior employees with female students interested in their area of expertise. This is designed to enable cross cultural, cross generational and cross functional interactions. At the International Women’s Day (March 8th, 2017), 200 female students from all over the world gathered at the head office in Paris and enjoyed touring the maison’s atelier, along with the brand’s newly opened state-of-the-art archive facility: Dior Héritage.
Location Details
- Country / Region
- Japan
- Prefecture (State)
- Tokyo
- Location (Address)
- Tokyo
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