Team Leader EMEA Client Service Center

About the role

The Client Service Team Leader for the EMEA region at Christian Dior Couture will oversee a high‑performing client service team based in the west of Paris. Reporting to the Service Manager, the role focuses on aligning team activities with sales objectives, driving service revenue, and delivering best‑in‑class client satisfaction in line with 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 advisors’ client interaction, service quality, and issue‑resolution capabilities.
• Monitor team performance, create development plans, and instill a client‑development and repurchasing mindset.
• Handle complex customer cases personally, ensuring timely and satisfactory resolution.
• Collect and analyse client feedback to identify improvement areas and implement changes.
• Set performance targets, track daily cases, and report progress to senior management.
• Collaborate with other departments to resolve client issues efficiently and contribute to policy and procedure enhancements.

Required profile

• Proven experience leading client service or call‑center teams, preferably in a luxury or retail environment.
• Strong coaching and people‑development skills with a focus on performance improvement.
• Excellent communication and problem‑solving abilities, able to maintain a professional and empathetic tone.
• Ability to analyse feedback and data to drive service enhancements.
• Customer‑first mindset aligned with Dior’s brand values.

Required skills