Assistant Relation Client & SAV

Our business and our Values:

Christian Louboutin opened his first boutique in Paris in 1992. An artist and craftsman with a true passion for shoes, his designs are unique and instantly recognizable, thanks in part to their signature and now trademarked red lacquered soles. The collections for both men and women combine wit, glamour, elegance and technical proficiency like no other. 2014 welcomed the launched of Christian Louboutin Beaute with its first nail colour, Rouge Louboutin. The collection has continued to diversify since then with the launch of lip in 2015, fragrance in 2016 and more recently a wonderful eye collection in 2017. With an extensive range of collections, Christian Louboutin now counts more than 150 boutiques globally.

Our people are at the heart of our brand.

We celebrate individuality and allow the freedom to have responsibility, autonomy and creativity within your role. Our colleagues have in common the passion and dedication to our Brand, and its continued success.

We live by our values:

We are down to earth – we stand with authenticity, integrity and respect. We have passion – we drive our business with agility, commitment and care. We have happiness in all that we do – we collaborate with positivity, open-mindedness and fun. We work with inspiration – we envision the future with confidence, creativity and freedom.

If the shoe fits, walk with us…

Overview and purpose of role:

Under the coordination of the Care & Repair Manager, as a Care & Repair Assistant at Christian Louboutin, your role is to satisfy the will and needs of our clients by proposing appropriate care, embellishment and repair operations for Shoes and Leather Goods. Your role includes as well to guarantee clients’ satisfaction by providing outstanding customer experience. You will be translating our brand DNA and our Story to the customer to maintain our fabulous brand image whilst transforming the client expectations and needs into loyalty.

Key Responsibilities of the role:

Service Delivery

• Follow and monitor all C&R requests and processes for the dedicated perimeter.
• Collect, conduct product inspections and provide the relevant recommendation to the customers based on the Company Guidelines.
• Elaboration and follow up of quotations for customers’ validation while respecting the C&R policy of Maison Christian Louboutin (when necessary).
• Ensure consistency and efficiency with the Customer Repair Services offered within the Business.

Ensure lead times and consistent feedback are provided to customers, internal and external stakeholders (including stores).

Escalate any issues with recommended solutions to line manager and follow up with customer as needed.

Be the key contact for all involved internal and external stakeholders for the dedicated perimeter

Share processes, best practices and any relevant training.

Customer Service & Relationship Building

• Provide the best advice, experience and information to all our customers, whatever channels are concerned.
• Embody the Christian Louboutin values towards the clients and provide exceptional standards of Customer Experience.
• Building strong client relationships and client database representing the Christian Louboutin brand image with all customer interactions.

Product & Technical Expertise

• Developing detailed and extensive knowledge of all products and our brand culture and DNA
• Be an expert in product information, including knowledge of the influence of the design, the construction and craftsmanship of the product, the materials used, the manufacturing processes and how to take care of the product.

Teamwork

• Work together with your team members to support each other at busy times and in demanding situations, with the daily operations and back office activities.
• Liaise with all stakeholders (Boutiques, Wholesale partners, E-Commerce, cobblers, factories, quality departments…) and maintain a high level of service in order to improve client experience.
• Partner effectively and collaboratively with all team members to contribute to a professional and rewarding workplace culture.

Reporting & KPIS Follow up

• Provide support in monitoring C&R KPIS and operations.
• Assist the line manager in any additional KPI or report requests.

Undertake other relevant duties as may be requested.

Skills and Requirements:

In order to deliver the main responsibilities of the role, you will need the following skills:

Technical skills:

• Must be proficient in MS Office packages.
• University/B.A. degree.
• At least 2 years of working experience in Customer Service is preferred.
• Strong clientelling skills to build and maintain an engaging long term professional and loyal relationship.
• Communication in a luxury way, respecting our guidelines.
• English compulsory. Other languages appreciated.
• Pragmatic and solution-oriented approach.
• Has already built some technical knowledge and skills or at least willing to learn about technical and craftmanship aspects of shoes/Leather good products in general at production and repair level

Soft skills:

• Well organized, ability to multi-task, plan and manage time and resources, establish priorities and manage deadlines
• Excellent attention to details
• Motivated and committed with a ‘can do’ positive attitude
• Adaptable and flexible
• Excellent at organization skills with the ability to manage multiple tasks. Able to efficiently prioritize
• Proactive, dynamic and have a willingness to learn and develop. Enjoys seeking information

Must be punctual and reliable, able to perform tasks within the required timeframes.

Strong communication and interpersonal skills.

• Pragmatic and solution-oriented approach.

Must adhere to Company policies and procedures at all times and act with a sense of corporate responsibility, representing the brand appropriately at all times, including on social media.

Open-minded to diversity internally and externally – ready to work with different people with respect and without bias.

Stands with authenticity, integrity and respect. Honest and transparent. Ability to handle personal information with the upmost discretion.

Passionate about the brand and the products. Passionate about her/his own career development and self-awareness of areas of improvement - Curious and have a willingness to learn and develop.

Able to inspire Envision the future with confidence, creativity and freedom.

Team player – able to collaborate with positivity, open-minded and fun.

When the skills are equivalent, the priority will be given to the ones with the employment obligation.

How will success be measured?

You will have objectives and we expect you to be curious, to stick to company processes and culture and to achieve on time and efficiently your goals.

• We expect you to anticipate and rise any difficulty you could have before it starts to be a problem.
• Your Manager will be expected to provide you with ongoing appropriate feedback to support your improvement where necessary and appropriate as required.

You are a team player, however able to work alone and come up with ideas and solutions. You have a desire to roll your sleeves up and get your hands dirty and be involved in all areas of the Care & Repair department. You will work with integrity and trust and be a credible partner for the Care & Repair Manager and the wider business.