Senior Director, Client Services Center

Senior Director, Client Services Center

Position

Job Title: Senior Director of Client Services Center (Jersey City)

Reports to: VP, Digital and Omnichannel

Job Purpose

Lead the Client Services Center (CSC) for Dior Americas across the US, Canada, Mexico, and Brazil, overseeing service excellence, people development, commercial performance, and operational execution.

Partner with cross-functional teams and lead on-site management to exceed financial and KPI targets, uphold Dior brand values in every client interaction, and strengthen brand loyalty and luxury positioning.

Tasks and Responsibilities

Commercial & Operational Excellence

• Meet customer service KPIs, service level agreements (SLAs), and sales targets while controlling expenses and maintaining operational standards.
• Improve CSC performance and client satisfaction across eCommerce, Omnichannel, and Retail through KPI analysis and weekly, monthly, and quarterly business reviews.
• Partner with Central HQ, local cross-functional teams, and Retail Boutiques to align Dior Americas and keep the CSC informed across all geographies.
• Foster business excellence by keeping employees informed, trained, and equipped to exceed client expectations.
• Own the CSC’s P&L.
• Partner with the Fraud & Payment Director, who also reports to Finance, to improve systems and processes that reduce fraud, payment issues, and chargebacks.
• Partner with CSC Operations, IT, and Analytics to maintain systems for POS (ShopinDior), CRM (Salesforce), scheduling (Calabrio), product transfers, store client feedback, repairs, and CARE services.
• Forecast volumes and plan capacity to meet peak demand and agreed SLAs.

Service Excellence & Delivery

• Maintain exceptional customer care and meet CX targets across all supported channels.
• Manage client escalations and provide creative solutions to enhance the client experience.
• Drive innovation and build a world-class team capable of:
• Serving clients via phone, email, postal mail, chat, and social platforms, including Facebook and Twitter.
• Addressing store, corporate, and product inquiries; sales; repairs; returns; defective merchandise; complaints; and policy questions.
• Communicating effectively across languages and cultures.
• Staying current on AI, emerging technologies, processes, and vendors.

People Management & Development

• Partner with HR to optimize staffing and resources, including peak-period coverage.
• Oversee CSC recruitment to attract top talent.
• Partner with HR on retention initiatives and internal development for top performers.
• Manage the CSC bonus plan with CSC leadership, Finance, and HR, aligning it with performance goals and business priorities.
• Identify training needs and partner with the CSC Training Head on regular onboarding, product updates, phone etiquette, service quality, and sales training.
• Align with the VP of Training for a consistent omnichannel approach with Retail Boutiques.
• Build and sustain a culture of diversity and inclusion within the CSC.
• Lead CSC office engagement initiatives with HR and leadership, including the monthly calendar, yearly anniversary, and International CSC Week.

Budget Management & Leadership Activity

• Support CSC budget cycles (Budget, R1, R2), covering headcount, revenue, and operating expenses.
• Participate in monthly P&L reviews with Finance and Digital & Omnichannel leadership.
• Partner with building management to maintain CSC premises and address repairs promptly.
• Lead weekly CSC leadership business and people reviews.
• Serve as a key Digital & Omnichannel leader, contributing to departmental and zone business reviews and strategic initiatives.

Skills and Competencies

Experience

• Bachelor’s degree required.
• At least 10 years of leadership or management experience, preferably in a customer service setting.
• In-house Client Services Center experience supporting a multichannel, multiproduct organization.
• Previous luxury retail experience preferred.

Skills

• Strong leadership and ability to motivate and engage a large, diverse team.

• Excellent verbal and written communication skills.

• Ability to multitask under pressure.

• Strong problem-solving and de-escalation skills.

• Target- and results-oriented.

• A flair for world-class customer service.

• Fluency in Spanish, French, Portuguese, or Mandarin/Cantonese is a plus.

• Personality Traits

• Approachable, proactive, and solution-oriented.

• Pragmatic, with sound judgment and common sense.

• Passionate about understanding people’s motivations and skilled at mediating interpersonal challenges.

• Calm under pressure, with a business-focused approach.

• Leads by example through an active floor presence.

• Additional information

• The selected candidate will be offered a salary within the range of $180k-210k annually, plus bonus eligibility. The salary offered will be dependent upon the candidate’s relevant skills and experience. Christian Dior Inc. offers comprehensive benefit plans such as medical, dental, vision, Flexible Spending Accounts, and short and long-term disability. Additional employee perks include, but are not limited to employee discount program, various paid time off, volunteer time off, holidays, mental health and wellbeing support, family friendly benefits, reproductive health care, child and elder care services, commuter benefits, 401k plans with an employer contributions matching plan, employee referral program, and more.

• Christian Dior was the designer of dreams. In founding his House in 1947, marked by the revolution of the New Look, he metamorphosed his reveries into wonderful creations. Christian Dior Couture, the Houst of Dreams, is recognized for its French heritage and vibrant culture sublimating its unique Savoir-faire and Creativity through empowering "metiers d’art”. Our Maison is a destination for sustainable growth & success where we shape the future of our Talents in a positive, authentic & generous environment. We bloom & deliver excellence with passion, determination, courage & optimism to offer meaningful & daring codes.

• Christian Dior Couture is part of the LVMH Group, where People Make the Difference. We value, celebrate, and welcome each unique talent and strive to create an inclusive environment providing all employees a sense of purpose. Beyond your role, we recognize the importance and passion of creating communities with shared values that enrich and impact beyond our organization. As an employee, you will have an opportunity to engage in our employee-led communities such as Sustainability, Diversity, Equity and Inclusion, and Corporate Social Responsibility.

• Christian Dior Couture provides equal employment opportunities to all employees as part of the LVMH Group, which attaches great importance to ensuring that its Maisons and their partners share a set of common rules, practices, and principles with respect to ethics, social responsibility, and protection of the environment.

Senior Director, Client Services Center

Position

Job Title: Senior Director of Client Services Center (Jersey City)

Reports to: VP, Digital and Omnichannel

Job Purpose

Lead the Client Services Center (CSC) for Dior Americas across the US, Canada, Mexico, and Brazil, overseeing service excellence, people development, commercial performance, and operational execution.

Partner with cross-functional teams and lead on-site management to exceed financial and KPI targets, uphold Dior brand values in every client interaction, and strengthen brand loyalty and luxury positioning.

Tasks and Responsibilities

Commercial & Operational Excellence

• Meet customer service KPIs, service level agreements (SLAs), and sales targets while controlling expenses and maintaining operational standards.
• Improve CSC performance and client satisfaction across eCommerce, Omnichannel, and Retail through KPI analysis and weekly, monthly, and quarterly business reviews.
• Partner with Central HQ, local cross-functional teams, and Retail Boutiques to align Dior Americas and keep the CSC informed across all geographies.
• Foster business excellence by keeping employees informed, trained, and equipped to exceed client expectations.
• Own the CSC’s P&L.
• Partner with the Fraud & Payment Director, who also reports to Finance, to improve systems and processes that reduce fraud, payment issues, and chargebacks.
• Partner with CSC Operations, IT, and Analytics to maintain systems for POS (ShopinDior), CRM (Salesforce), scheduling (Calabrio), product transfers, store client feedback, repairs, and CARE services.
• Forecast volumes and plan capacity to meet peak demand and agreed SLAs.

Service Excellence & Delivery

• Maintain exceptional cus