Client Service Team Leader – Luxury Retail

About the role

The Client Service Team Leader will head a high‑performing team of advisors at the Dior Client Services Center located west of Paris. Reporting to the Service Manager, you will drive service excellence, align the team with sales objectives and uphold Dior’s brand values.

Key responsibilities

• Lead, coach and develop a team of client service advisors, setting performance expectations and providing regular feedback.
• Conduct training sessions to improve client interaction, issue‑resolution and service quality.
• Monitor daily performance, track KPIs, and produce reports for senior management.
• Handle complex customer cases personally, ensuring timely and satisfactory resolution.
• Collect and analyse client feedback to identify improvement opportunities.
• Collaborate with other departments to streamline processes and enhance the overall client experience.
• Oversee escalation procedures and maintain accurate client records using internal technology.

Required profile

• Proven experience in leading client‑service or call‑center teams, preferably in luxury retail.
• Strong coaching and mentoring abilities with a focus on continuous improvement.
• Excellent communication skills and a customer‑first mindset.
• Ability to analyse data, set targets and drive results.

Required skills

What we offer

• Opportunity to work with an iconic luxury brand.
• Dynamic, collaborative environment focused on professional growth.
• Competitive compensation and benefits package.