descrizione del lavoro

PCD is looking for his/her new Customer care director. Full time position starting January 2023.

The mission is to design, build and manage the future Dior Customer center in the US.

Considered as a real Direct-to-consumer channel, the new Customer center will be not only focused on client’s problem solving but also on Clienteling development and Selling opportunities, working as a remote Boutique.

Our ambition is to offer:
a specific experience and seamless journey to our clients along with customized services,
build a specific Dior BA team, with the same level of knowledge, know how, coaching than a B&M BA
In 2023, it will be a year of transition.

On one hand, the Customer care director will have to improve the current performance of the existing team. (30 people in 2023)

While, on the other hand, to create, design, and build in parallel a brand-new operating model for the future Customer Service, more Dior, more Client centric, acting as a true remote sales Dior Boutique. (50 people in 2024)

PRINCIPAL DUTIES AND RESPONSIBILITIES
Manage a Customer service able to deliver excellence in Client relationship management
To solve client issues, with an objective of 100% client satisfaction (answer rate, service level, satisfaction rate, number of complaints per month, limited response time)
To reach NPS score of 85
To increase conversion to sales. From 1% contribution to dior.com sales in 2023 to 15% in 2025.
Equip the new Customer care center as a remote sales Boutique with:
High end dedicated BCs in charge of Platinum clients, outbound clienteling campaigns, one-to-one consultation
Online selling capabilities and client follow-up (Idvisory, Livechat, iMessage)
Masterclasses and One-to-many events
Implement a new compensation and benefits politics for the CSRs
Sales incentive
Retention policy
Elevate the Training program for CSRs focusing more on
Dior values, Axis, and product launches. Each CSRs should follow the same Training module as a normal BA.
Weekly training on CRM/Dior.com campaign calendar and new features
Weekly Clienteling training: how to read Client information, up-sell and cross-sell opportunities, play roles, outbound calls simulation

SUPERVISION RECEIVED

VP Digital

Profile
10 yearsof experience in CRM Clienteling / Digital Services / Training. Previous experience in Luxury brand / Hospitality / online ecommerce platform (ie Farfetch)
Visit the Customer service twice a week
Skills: education and communication skills, processed and organized
Client centric, Data driven with savvy digital mindset, Sales driven

Additional information

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 salary range of $145,000 - $177,000K. 

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.