SummaryAs the Manager of Customer Service Training & Quality, you will be responsible for training and coaching the Customer Service team on brand and products, customer service processes, tools, and remote selling ceremonies. You will ensure that the quality of service delivered meets Dior's expectations by monitoring quality and defining relevant action plans in collaboration with the Customer Service manager.
Responsibilities- Partner with HQ and Training director to implement or improve training programs according to HQ guidelines and local Customer Service strategy.
- Adapt HQ training or other markets' best practices to the local context in collaboration with the local Training & Development department.
- Train and coach advisors to develop quality expertise and achieve quantitative and qualitative objectives.
- Train Team Leaders to develop the needed expertise to monitor, evaluate, and coach advisors.
- Ensure regular reviews of content to make it more intuitive and easier to understand.
- Lead quality calibration sessions with Team Leaders, Customer Service manager, and HQ.
- Define observable and measurable behaviors that impact customer satisfaction.
- Supervise the quality monitoring process and conduct quality assessments.
- Design performance training reports for actionable improvements.
- Analyze quality results with the Customer Service manager to define effective training paths.
Requirements- 5+ years of training experience, preferably in a Customer Service or retail environment.
- Passionate about beauty and the luxury business.
- Strong presentation, organization, and communication skills.
- Proficiency in multiple languages, with English a must and French a plus.
- Strong computer and digital skills, especially in PowerPoint and Excel.
- Ability to develop interactive and comprehensive training programs.
- Strong communication, listening, and comprehension skills.
- Ability to evaluate and adapt existing training programs.
- Effective communication with employees at all levels.
- Ability to lead and inspire the team.
- Strong service orientation and brand ambassador skills.
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