Manager, Customer Service Training & Quality

From 1946, people of the House of Parfums Christian Dior in France and around the world embody the spirit of excellence, creativity, and the unique savoir-faire of its creator, the couturier-perfumer Christian Dior. Revolutionizing the codes of French elegance and luxury with its perfumes, combining tradition and daring innovation in makeup and skincare, we reinvent every day the Dior style and affirm beauty and joy in its entirety.  

Parfums Christian Dior is part of the LVMH Group.  

The Manager, Customer Service Training & Quality is in charge of training and coaching the Customer Service (CS) team on brand & products, customer service processes, tools & remote selling ceremony. Also, to ensure the quality of service delivered meets Dior expectations, the training/quality manager will be in charge of quality monitoring and defining relevant action plans regarding training with CS manager.

They will be in charge of driving, sustaining and enhancing quality of Customer Service in order to boost customer advocacy and engagement, by translating the Dior brand purpose and tone of voice into observable and recognizable attitudes that advisors can adopt and Team Leaders teach.

Principal Duties and Responsibilities 

Act as a catalyst for people development, with coaching and training measures:

• Partner with HQ//Training director to implement or improve training programs according to HQ guidelines and local CS strategy focused on brand culture, product knowledge, remote selling ceremony, customer service processes and tools (incl. e-commerce, crm…etc)
• Adapt HQ training or other markets' best practices to local context, in collaboration with local Training & Development department
• Train and coach the advisors in order to develop quality expertise and achieve quantitative and qualitative objectives
• Train Team Leaders so that they are able to develop the needed expertise to monitor, evaluate and coach advisors using both quantitative and qualitative objectives
• Ensure regular reviews of content (on-line platforms, training, etc.) with the goal of making it more intuitive and easier to understand.
• Create the environment for the Customer Service to deliver an engaging Customer Experience and the expected quality of service:
•  Lead quality calibration sessions with the Team Leaders, CS manager and HQ to ensure a harmonized and fair way of evaluating advisors’ quality of service and speech
• Define observable and measurable behaviors that impact customer satisfaction and constantly update the monitoring grid accordingly
• Supervise the quality monitoring process, ensuring its full application with team leaders and conduct quality individual/collective assessments
• Design performance training reports that can lead to actionable improvements in operations and staff performance
• Analyze quality results with the CS manager to define the effective training path for each staff member to achieve CS targets

• 5+ Years of Training experience, preferably in a Customer Service or retail environment
• Passionate about beauty and the luxury business; avid follower of industry news
• Strong presentation, organization & communication skills
• Able to speak different languages (language x and English a Must. French a plus)
• Strong computer/digital skills with an emphasis on Powerpoint and Excel
• Ability to develop interactive, creative, and comprehensive training programs in a variety of areas
• Strong communication, listening, and comprehension skills
• Ability to understand and communicate material and provide instruction to others
• Ability to evaluate existing training programs and adapt content as needed
• Ability to communicate effectively with employees at all levels of the organization
• Ability to operate all equipment necessary to perform the job
• Ability to lead and inspire the team to perform to the best of their abilities
• Very strong service orientation
• Act as a brand ambassador
• Ability to create a community on a dedicated training app and animate it with digital inputs and training content

This job description is intended to cover the core accountabilities of the position and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

All your information will be kept confidential according to EEO guidelines.

LVMH Inc. uses the published salary range as a guideline to provide our employees with market competitive pay while allowing for flexibility to recognize and reward various levels of expertise, performance, and tenure.

While the published salary range is a good faith reflection of the targeted salary level for the position, LVMH Inc. reserves the right to pay outside of the published range of $95,000-$110,000.