Responsibilities:
Performance Monitoring and Analysis:
- Monitor key performance indicators (KPIs) for client service operations across Europe and the Middle East, including contact center metrics, client satisfaction scores, service delivery efficiency and sales
- Analyze performance data to identify trends, patterns, and root causes of issues.
- Develop and maintain performance dashboards and reports for all layers of the organization to track progress against goals.
- Independently identify data sources and methodologies needed to address complex performance questions.
Communication and Collaboration:
- Effectively communicate complex data insights to both technical and non-technical audiences.
- Build strong relationships with stakeholders across various departments and regions.
- Facilitate workshops and presentations to share findings and recommendations.
- Confidently present findings and recommendations to stakeholders, influencing decision-making with minimal supervision.
Best Practice Sharing:
- Identify and document best practices in client service performance across different regions and channels.
- Share best practices to promote continuous improvement.
- Take ownership of identifying, documenting, and disseminating best practices across the organization.
Market Research & Benchmarking:
- Stay up to date on industry trends and best practices in luxury retail client service.
- Conduct benchmarking analyses to compare Dior's performance against competitors.
- Independently research and analyze market trends to inform strategic recommendations.
Starting in July 2026.
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