CDI - Global Client Service Center Manager H/F

Contenu de l'offre CDI - Global Client Service Center Manager H/F chez Rimowa

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Welcome to RIMOWA, the first German Maison under the LVMH Group.

For more than 120 years, RIMOWA has dedicated itself to developing unique products that fuse our mission as a global lifestyle brand. To develop the essential tools for a lifetime of travel with our heritage of innovation. Tools that are created with function, resilience and longevity in mind.

We believe that the most meaningful journeys don't just last for a single trip, they last for a lifetime.

Within the Client experience team, you will BE in charge of managing our Customer services hubs as well as developing its scope globally. In partnership with other departments (ecommerce, retail, CRM, Client Care), you will BE a key contributor to our Clients journey and will thrive to provide the best customer service while managing expectations.

Your missions :
- Manage our Customer services hubs globally, and steer the team to ensure operational excellence as well as competitive differentiator
- Lead and monitor the quality of the Customer Service delivered, consistency across hubs and channels
- Forecast volumes of activities in the different hubs to ensure proper staffing
- Lead transversal taskforces to reduce friction points and elevate client's experience with different departments
- Ensure a high degree of services and customer delivered solutions through regular KPIs monitoring, continuous quality assessments, targeted quality improvement programs and Customer Experience enhancement
- In case of a severe problem, able to organize and pilot the business crisis management cell (either internal, either towards the customer), managing the consistency of the action plan and priorities, and enforce a quality communication with the customer(s), internal stakeholders and upper management
- Enhance Operational efficiency through an optimal escalation strategy, processes optimization, and tools rationalization
- BE responsible for the continuous delivery of new services, to foster innovation while responding to client's needs : live chat, new social medias care, video appointments...
- Build community by organizing best practices sessions, training relevant stakeholders, create team moments, pilot projects, represent Client Experience in transversal projects

Your profil :

We are looking for candidates with experience in Project Management and Customer Relationship management in Retail Luxury environment, looking forward to joining a fast-pace, collaborative and international environment.
- Master's degree or equivalent experience, with at least 5-years' experience
- Experience as Customer Service manager, with in-depth knowledge of Quality Management, process management, change management
- Strong customer mindset, with passion for customer experience, customer satisfaction and quality management
- Strong IT affinity, able to challenge IT deliveries & IT services to customers with the internal stakeholder & drive forward customer solutions
- Able report on an \"executive\" level
- Strong communication skills at all levels, you are persuasive, know how to make an impact and to negotiate
- Work in a proactive and diplomatic manner
- Fluent in French & English, German is a plus
- The job can BE based in Cologne or Paris

Celebrating our inclusive and diverse culture is core to RIMOWA's DNA. We know that for our business to thrive, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow.