Req ID:  1825

Paris, France

Date:  26-Jul-2022

Service Experience Manager Fashion

Job Description

The Customer Experience Manager is responsible for maintaining our vision of "Unforgettable Service" within La Samaritaine, and leads all initiatives related to the customer experience.
He/she works directly with the Training and Development Manager, and the Store Category Managers, to translate this vision into sustainable results and exceptional customer experiences.
The Customer Experience Manager helps managers to support their sales force in achieving our vision of "Unforgettable Service" in particular on a "silhouette" approach
Always at the forefront of the latest trends in luxury retail and customer experience, the Customer Experience Manager is positioned as an expert in in-store service.
Implementation and management of Leather, Footwear and Styling programs for our fashion department teams.

Main responsibilities:

 Be the ambassador of our vision of "Unforgettable Service" and implement it effectively taking into account the context of the store and the sales teams.
 Analyze the results on the customer experience and translate the information into actions.
 Implement initiatives based on results and objectives, in collaboration with the heads of departments, and the store manager.
 Be the in-store training relay for the Training and Development Manager. Facilitate integration training for new employees and participate in "product" training. He/she is proactive in setting up training or team development actions on the theme of the customer experience.
 Coach store managers to ensure they have the right skills to, in turn, coach their sales force.
 Play a key role in the development of the global “Unforgettable Service” strategy, sharing information between Divisions and participating in global projects as required
 Provide market intelligence on customer experience initiatives and trends.
 Collaborate with the Global Service Excellence Corporate team to implement the latest initiatives.

Key Requirements

 Minimum 5 years of experience in luxury retail and/or in retail training
 A knowledge and a passion for the world of fashion, fabrics,
 A passion for transmission and knowledge of the luxury sector
 Be able to work in a rapidly changing environment
 Creative, autonomous, knowing how to think outside the box.
 Mastery of MS computer applications (Excel, Word, Powerpoint)
 Ability to communicate and convince on concepts and trends (story telling)
 Fluency in French, English essential. Mandarin a plus.

DFS is an equal opportunity employer. It is the Company’s policy and practice to employ, promote and treat all employees and applicants on the basis of merit, qualifications and competency and to provide all employees with a workplace that is free of discrimination. Employment decisions are based on qualifications such as education, work experience and talent, and are made without regard to race, color, gender, religion, age, national origin, marital status, sexual orientation, disability or any other basis protected by law.