Aftersales Coordinator - House of Dior, Beverly Hills

Position

JOB TITLE: Coordinator, Aftersales, House of Dior, New York

JOB PURPOSE:

As the After Sales Coordinator, you will lead the After Sales team within the House of Dior, New York boutique. Your role will involve supporting all activities necessary to achieve store business objectives while demonstrating an exceptional level of service. Since After Sales Service is crucial for strengthening the relationship between the brand and our clients, your focus will be to motivate your team to ensure that DIOR products consistently exceed customer expectations. You will also represent the brand as a DIOR Ambassador, promoting our values and ambitions within the marketplace.

TASKS AND RESPONSIBILITIES:

Business Leader:

Lead the customer care team to provide exceptional service by promptly and professionally addressing customer inquiries and complaints

Oversee the resolution of customer issues, ensuring satisfaction and maintaining brand loyalty

Develop and implement customer care policies and procedures to enhance the overall customer experience

Ensure clear, consistent follow-up communication for every repair client to maximize client retention in the after sales process

Assist and support customers purchasing DIOR products across all categories and originating from all channels

Communicate respectfully and courteously with clients via telephone, email, chat, letter, and in person

Identify and resolve complex or long-standing customer issues related to repairs or client situations

Implement and adhere to Customer Service policies and operational procedures according to company guidelines

Determine and approve client refunds and exchanges in partnership with management

Maintain organized and detailed records of client interactions and repair documentation

Train Sales Associates to deliver a consistently high standard of customer service using a "Train the Trainer" approach

Collaborate with management to set clear customer service objectives for the store team.

Model the DIOR image through appropriate attire and professional presence

Lead and motivate the team to achieve monthly goals and objectives in accordance with business guidelines

Job responsibilities

Operations:

Manage CARES workflow processes through effective communication and delegation of responsibilities among sales representatives

Ensure accurate inventory maintenance and establish quantitative targets related to after-service sales, store-owned stock repairs, and customer-owned goods

Provide consistent follow-up with all after-sales clients to achieve the highest levels of client loyalty and service

Report client feedback on products related to satisfaction and quality control to Corporate and/or Central teams

Operate the Customer Service desk during business hours to ensure an optimal face-to-face client experience

Adhere to all company operational, HR, and security procedures

Swiftly identify, evaluate, and resolve any customer issues before, during, and after service has been rendered

Develop and implement efficient processes for repair intake, follow-up, and tracking of client repairs

Work closely with the Corporate After Sales team to ensure customer requirements are met

Monitor expenses and seek to reduce repair costs

Increase revenue generated from repairs

Talent Management:

Consistently monitor and follow up on productivity goals for the department

Collaborate with cross-functional teams, including design, production, and retail, to ensure a cohesive approach to quality management

Ensure a consistent and branded onboarding experience for all new employees within the department

Communicate effectively with store managers, staff, and customers to address quality-related concerns and feedback

Promote a positive and professional team environment that fosters trust, integrity, and high performance, leading by example

Train and develop associates to elevate the level of service provided.

Prepare and present regular reports on After Sales performance and metrics to senior management

Profile

Client Development:

Oversee the resolution of customer issues, ensuring satisfaction and maintaining brand loyalty

Capture meaningful customer data for the purpose of building relationships to personalize prospect client development opportunities, improve client loyalty and increase client retention

Track client and stock repairs, as well as customer owned goods

SKILLS AND COMPETENTICIES:

At least 2-5 years of sales management experience in retail, luxury retail, or service-related industry

Proven ability to drive positive customer experiences that build loyalty and deliver measurable results

Strong time management skills with the ability to work under specific timelines and fast-paced environments.

Strong understanding of customer care principles, commercial awareness, strong business acumen

Proficiency with Microsoft Office software including Word, Excel, PowerPoint, Outlook and familiarity with quality management software

Strong verbal and written communication and interpersonal skills, with a customer-centric mindset. Ability to work across different functional areas and levels of organization

Passion for the Fashion Industry

Bachelor's Degree and fluency in multi languages preferred

Flexibility to work a retail schedule which will include evenings, weekends, and holidays

Additional information

The selected candidate will be offered a salary within the range of $70,000 - $75,000 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.

ADDITIONAL INFORMATION:

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.

CHRISTIAN DIOR

MAISON

“Whatever you do – whether for work or pleasure – do it with passion! Live with passion,” wrote Christian Dior.

Well before he embarked on his destiny as a couturier, Christian Dior was fascinated with art. The young Normandy native and several friends opened an art gallery when he was just 23. In 1938 he learned the métier of pattern cutter with Robert Piguet and three years later began working as a designer for Lucien Lelong. Right from the founding of his Maison in 1946, he transformed his dreams into irresistible creations, seeking to break with the somber war years by elevating pure joy. His visionary spirit celebrated and enchanted women the world over. In only ten years, Monsieur Dior revolutionized the conventions of elegance and femininity, designing collections infused with dreams.