Client Service Project Manager

Maison Margiela is a Paris-based fashion house founded in 1988 by Belgian designer Martin Margiela. Celebrating unconventional aesthetics and embracing the philosophy that fashion is an art of expression rather than a cult of personality, Maison Margiela offers haute couture, ready-to-wear for women and men, contemporary line MM6, footwear, interior design, and accessories, including leather goods, fine jewelry and fragrance.
John Galliano was named Creative Director of the house in 2014, bringing his sense of spectacle and creative mastery to the unique ethos of Maison Margiela. Whilst developing his own vision for the house, John Galliano has entirely respected the Martin Margiela state of mind, creating a fascinating organic process.
In 2002, the French house became part of OTB. Along with sister brands of the group, Maison Margiela continues pushing the boundaries of modern fashion while preserving its distinctive identity and heritage.

As part of the Client & Digital team and reporting to the Chief Client and Digital Officer, you will be responsible for overseeing and coordinating global Client Service Center teams to ensure the highest level of customer satisfaction. This role involves training, developing guidelines, driving continuous improvement, and managing escalated cases.


Follow-up and Coordination of Client Service Local Teams
•    Oversee the client service teams, ensuring consistent and high-quality service delivery across all regions.
•    Develop and implement training programs to enhance the skills and knowledge of client service agents
•    Create and maintain comprehensive guidelines to standardize client service practices and procedures.
Continuous Improvement
•    Lead initiatives to continuously improve client care processes and systems, leveraging feedback from clients and internal teams.
•    Identify areas for improvement and implement solutions to enhance efficiency and effectiveness in client service operations.
•    Monitor key performance indicators (KPIs) of Client Service Centers and client feedback to track progress and measure the impact of improvement efforts.
Escalated Case Management
•    Manage escalated client cases, ensuring prompt and effective resolution to maintain client satisfaction.
•    Serve as the primary point of contact for complex or sensitive client issues, coordinating with relevant departments to address concerns.
•    Develop strategies to prevent recurrence of common issues and improve overall client service experience.

We are looking for someone with: 

•    Master's degree from a business school or university.
•    5 years experience in client service management, preferably in the Fashion/Luxury sector.
•    Strong understanding of client care best practices and standards.
•    Excellent interpersonal and communication skills, with the ability to manage and motivate global teams.
•    Strong organizational skills, with the ability to handle multiple projects and deadlines.
•    Detail-oriented, methodical, and proactive.
•    Proficient in English (both spoken and written) and ideally in French.




Paris, FR

Employment Type:  Full time
Function:  Retail
Seniority:  Professional