• Provide detailed qualitative analysis to optimize the Client Service Centre to help make informed decisions to improve experiences for clients and employees.
• Formulate recommendations and prepare qualitative and quantitative reports and presentations for cross-functional team members and management on a consistent basis.
• Analyze business processes and existing reports and client surveys to create new reports that will establish both short and long-term strategies as well as enhance the effectiveness of the department.
• Create reports on labour planning and staffing optimization.  Evaluate and understand staff forecasting needs and patterns to ensure appropriate coverage.
• Analyze the sale performances and share with management; propose updates according to the global strategy of the company.
• Work with the HQ and Data teams on global projects and analysis.

• Minimum 5 years previous experience
• Bachelor’s Degree in related field, MBA a plus
• Knowledge of relational databases (Salesforce)
• Practice of analytical tools and languages (PowerBI, DKlick, SAS, SQL)
• Proficient in Microsoft Office – advanced excel skills
• Previous experience in Call Centre setting preferred
• Outstanding communication skills, both written and verbal
• Clear demonstration of a customer first mind-set

Christian Dior Couture is one of the world's leading luxury brands. Elegance, famous and creativity are the most common words for Dior. Offering the current season's collections of high quality women's ready-to-wear, handbags, small leather goods, shoes, accessories, watches and fine jewelry, Christian Dior boutiques are located in the most prestigious retail properties. To cope with our fast expansion, we invite high caliber team players to join us for the following position: