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Client Services Director

2 months ago

Hong Kong, Central and Western District, Hong Kong SAR China Christian Dior Couture Full time

Job Overview

As the Client Services Team Manager at Christian Dior Couture, you will play a pivotal role in delivering exceptional customer service, driving business growth, and fostering a collaborative team environment.

Key Responsibilities

  • Lead and develop a high-performing team of Client Services Advisors, providing coaching, guidance, and mentorship to ensure excellent customer interactions and adherence to Dior brand values.
  • Collaborate with the management team to develop and implement strategies for achieving service level targets, sales goals, and customer satisfaction metrics.
  • Work closely with the Operations Manager to optimize daily workflow, identify process improvements, and implement solutions to enhance customer experiences.
  • Develop and maintain in-depth knowledge of Dior products, services, and brand history to provide exceptional customer support and advice.
  • Ensure accurate and detailed records are kept for each client using technology provided, maintaining compliance and data integrity.
  • Partner with the management team and HR to ensure health and safety guidelines are implemented, updated, and adhered to.
  • Build and maintain strong relationships with internal stakeholders, external vendors, and peers to drive business growth and customer satisfaction.

Requirements

  • Minimum 6 years of experience in luxury customer service, preferably in retail, hotel, or concierge businesses, with a proven track record of team leadership.
  • Previous experience in a client call center is mandatory.
  • Strong analytical, technical, and communication skills, with excellent attention to detail and ability to multitask under pressure.
  • Fluent in English and Mandarin, with additional language fluency a plus.
  • Proficient in Microsoft Office and Salesforce, with experience in sales negotiation, clienteling, and process improvement.
  • Able to work a varied schedule, including evenings, nights, holidays, and weekends.