Position
From the House of Dream to the House of Talents
« Quoi que vous fassiez
- pour le travail ou le plaisir
- faites-le avec passion ! Vivez avec passion... »* Christian Dior
Christian Dior fut le couturier du rêve. Dès la fondation de sa Maison en 1947, marquée par la révolution du New Look, il métamorphose ses songes en de merveilleuses créations. Son esprit visionnaire n’a eu de cesse de magnifier les femmes du monde entier, inspirant aujourd’hui et plus que jamais ses successeurs. « Le tissu est le seul véhicule de nos rêves (…). La mode, en somme, est issue d’un rêve, et le rêve, c’est une évasion », écrivait-il dans son ouvrage Je suis couturier . Au fil de ses collections, Monsieur Dior est devenu le démiurge du bonheur de ses muses.
Aujourd’hui, riche de cet héritage d’exception et d’une communauté de plus de 8 500 talents, notre Maison incarne plus que jamais la Maison des Talents pensé par Christian Dior. Dans plus de 40 pays, nous faisons rayonner notre savoir-faire, notre audace et notre excellence à travers la passion et la créativité de nos collaborateurs. Rejoignez-nous et créez votre avenir dans notre univers généreux, disruptif et ambitieux où nous grandissons dans l’excellence, le courage et l’optimisme.
- Le Petit Dictionnaire de la Mode
Job Summary
We are seeking a highly analytical, results-oriented, and driven Business Analyst to join the Client Services Performance Team at Dior Europe and Middle East. In this role, you will be responsible for analyzing client service performance data, identifying key trends and opportunities, and collaborating with cross-functional teams to implement improvements that enhance client satisfaction and drive business results. The ideal candidate will have a strong understanding of luxury retail, excellent analytical skills, a passion for delivering exceptional client experiences, and a proven ability to work independently and proactively.
Job responsibilities
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 January 2027 for 6 months.
Profile
Qualifications
Education: Degree in Business Administration, Marketing, Finance, or a related field. MBA a plus.
Experience
- Experience as a Business Analyst, preferably in a client service or retail environment.
- Experience in the luxury goods industry is highly preferred.
- Proven track record of successfully delivering business analysis projects that improved client service performance.
- Demonstrated ability to work independently and manage projects from initiation to completion with minimal supervision.
Skills
Hard Skills:
- Proficiency in data analysis tools such as Excel, SQL, and Tableau (or similar data visualization software).
- Experience with CRM systems (e.g., Salesforce) and contact center technologies.
- Understanding of statistical analysis techniques.
- Experience with business process mapping and optimization.
Soft Skills
- Excellent communication, interpersonal, and presentation skills, with the ability to influence stakeholders at all levels.
- Strong analytical and problem-solving abilities, with a focus on delivering actionable insights.
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Strong organizational and time management skills, with the ability to manage multiple projects simultaneously.
- Self-starter with a proactive approach to identifying and solving problems.
- Critical Thinking
- Problem Solving
- Attention to Detail
- Stakeholder Management
- Initiative
Additional information
Expectations
- Demonstrate a strong understanding of Dior's brand values and commitment to exceptional client service.
- Proactively identify opportunities to improve client service performance and drive business results.
- Deliver high-quality work that meets or exceeds expectations.
- Maintain a strong focus on client satisfaction.
- Continuously develop your skills and knowledge to stay current with industry trends and best practices.
- Take ownership of projects and initiatives, driving them forward with minimal guidance.
Encouraging inclusion and diversity in all its forms, Christian Dior Couture has been committed since 2013 to an approach promoting the employment of people with disabilities, and to valuing all unique characteristics.