Job description
Company Description
From 1946, people of the House of Parfums Christian Dior in France and around the world embody the spirit of excellence, creativity, and the unique savoir-faire of its creator, the couturier-perfumer Christian Dior. Revolutionizing the codes of French elegance and luxury with its perfumes, combining tradition and daring innovation in makeup and skincare, we reinvent every day the Dior style and affirm beauty and joy in its entirety.
Parfums Christian Dior invites you today to join its North America teams.
Parfums Christian Dior is part of the LVMH Group.
Job Description
Click to Discover Where the Dior Client Experience Begins ►
As part of Customer Service Parfums Christian Dior, the High End Online Beauty Consultant (‘High End E-BC’) is responsible for addressing every client request from beauty advice to e-commerce journey support, as well as post purchase assistance and ensuring an immersive experience for our top tier, VIP clientele.
As a High-End Online Beauty Consultant (‘High End E-BC), you will have to provide special care and attention to high value clients by offering them a personalized, augmented and unique experience and assistance through all remote channels, especially online video consultations. To do so, you will have access to new services designed especially for those clients. Moreover, you will oversee the activity of a client portfolio through remote clienteling actions throughout the year, offering exclusive access to clients. You will be an ambassador of the brand and will have to embody its values and DNA in all client interactions.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Elevate client experience for VIP clientele
- Provide 1:1 personalized beauty consultations via chat, email, video, and/or phone
- Understand VIP client needs, preferences, and concerns to curate thoughtful product recommendations
- Maintain deep, up-to-date expertise on skincare, makeup, and fragrance collections, including launches and bestsellers
- Create a white-glove VIP client experience by offering follow-ups, loyalty gestures, and beauty tips
- Assist VIP clients with online purchases, troubleshooting, and post-purchase care
- Be comfortable connecting with VIP clients via one-on-one live video chats
- Offer an experience that exceeds VIP client expectations and meets the standards of excellenc
Support overall client journey
- Assist our VIP clients to get answers to their requests seamlessly on every channel available
- Support our VIP clients during their online purchasing journey while enhancing online sales conversion
- Maintain the relationship with VIP clients while providing premium care and enhancing profitability
- Resolve VIP client complaints efficiently and effectively, demonstrating excellent problem-solving skills
- Process VIP client orders and requests accurately and in a timely manner
- Keep a clear and detailed record of VIP client interactions and transactions to maintain accurate documentation
Support value generation
- Manage clienteling campaigns and achieve target contact completion rates in a qualitative approach
- Cultivate VIP client relationships and establish exclusive “book” of clients
- Generate revenue for the brand by ensuring conversion and inviting VIP clients to proceed with their purchase before, during and after any interactions
- Ensure regular follow-up of VIP clients: recontact based on segmentation and activation needs
SUPERVISION RECEIVED
Team Leads
Qualifications
The High End Online Beauty Consultant (‘High End E-BC’) must have a background in retail and strong interest in beauty & cosmetics/luxury goods. Beauty advisor experience, with selling aptitude, is highly recommended. 3+ years in industry is a plus.
Skills:
1. Client Relationship Management
- Strong ability to understand, anticipate, and meet client needs across all stages of their journey.
- Proficient in using multiple digital customer service tools and managing remote channels (phone, email, chat, video).
- Delivers personalized support with advanced product and brand knowledge, encouraging repeat purchases via cross-selling and upselling.
- Ensures First Contact Resolution and completes tasks promptly with consistent attendance.
2. Problem Solving & Adaptability
- Demonstrates sound judgment and creative thinking to resolve unexpected or complex client issues.
- Escalates unresolved cases efficiently while communicating context clearly.
- Takes ownership of personal learning and development to reach performance goals.
3. Communication & Presentation
- Excellent active listening, empathy, and ability to clearly express information in an engaging and easy-to-understand way.
- Maintains luxury brand tone through voice, body language, and storytelling.
- Skilled in video consultations: eye contact, emotional connection, and boutique-like client experiences tailored to individual preferences.
- Demonstrates emotional intelligence, adaptability, and poise in high-pressure or conflict situations.
4. VIP Clientele Experience
- Proactively manages a client portfolio, tailoring outreach and services to client profiles.
- Builds long-term, high-value relationships through enriched, memorable, and personalized interactions that go beyond the client’s expressed needs.
Additional Information
This job description is intended to cover the core accountabilities of the position and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
All your information will be kept confidential according to EEO guidelines.
LVMH Inc. uses the published salary range as a guideline to provide our employees with market competitive pay while allowing for flexibility to recognize and reward various levels of expertise, performance, and tenure.
While the published salary range is a good faith reflection of the targeted salary level for the position, LVMH Inc. reserves the right to pay outside of the published range of $70,000-$75,000.
