Welcome to RIMOWA, the first German Maison of the LVMH Group. We are a global lifestyle brand with a mission to create the essential tools for a lifetime of travel. For more than 120 years, we’ve dedicated ourselves to develop unique products where function coexists with luxury, heritage with innovation, and craftsmanship with design.
At RIMOWA we believe that great ambitions demand resilient companions. It’s why our tools are created with longevity in mind. Because the most meaningful journeys last more than a trip, they last a lifetime.
Please join us to discover your own.
The Client Care Manager Germany provides the best client experience of repair services and ensures the smoothest process from the point of receipt to the return of the product to the client. The role is to manage end to end care processes and lead local teams in retail stores and in workshops centers.
The position will be reporting to the Client Care Manager EMEA. The position is based in Cologne.
ROLE & RESPONSIBILITIES
1. Lead the inbound activity and the repair workshop
- Manage a team of 16 team members (inbound advisors & technicians) including 2 direct reports (supervisor) : structure team organisation, build resource plan, foster collaboration, create team success
- Build a strong community by organizing best practices sessions, by training relevant team members and by creating team momentum
- Act as backup of the workshop manager and Inbound supervisor when needed
- Animate and improve performance (daily productivity, lead time to repair, quality of repair…)
- Implement continuous improvement mindset: flow optimization, workshop reorganisation, be involved in client care projects
2. Lead the Client Care activity within retail stores
- Manage functionally the German network : retail stores (12), wholesale stores (15) and the repair service provider (1)
- Build a strong community by visiting and creating strong relationships with client care teams in all stores
- Organize Client Care training and make sure processes are respected
- Monitor and improve KPIs (in-store repair ratio, leadtime to repair, discount rate…)
- Challenge current layout (check in / check out flows, spare parts storage…)
Your Profile:
- Bachelor’s degree with 8+ years of experience or Master’s degree with 3 years of experience in production or logistics
- Management experience required
- Strong leadership
- Excellent communication skills
- Client Oriented
- Analytical & performance driven
- Proactive mindset
- Fluent in German und English
- Ease with data analysis and proficient with MS Excel
- Travel up to 30%
WHAT WE HAVE TO OFFER:
- 30 days paid vacation per year
- Flexible working hours and home office
- International and interesting environment within the LVHM Group
- Individual development and coaching opportunities
- Exciting project opportunities
- 30% discount on the RIMOWA product range
- Company benefits (e.g. for sports, lifestyle, fashion, etc.)
- Regular private sales at RIMOWA and the LVMH Group
- RIMOWA Essential Cabin as a gift after the probationary period
- Company pension plan
- LVMH Heart Fund
- Pension commitment in case of death or disability (employer-financed)
- Good transport connections, employee parking, job ticket (half paid)
- Great company canteen
Please apply with your complete application documents, stating your salary expectations and earliest starting date. We look forward to receiving your application.
Look for us on Instagram and Twitter @RIMOWA or visit us at www.rimowa.com.
Celebrating our inclusive and diverse culture is core to RIMOWA’s DNA. We know that for our business to thrive, we depend on having diverse talent with a range of backgrounds, skills and capabilities in each of the countries in which we operate and to reflect our broad consumer base. We view diversity as one of the key enablers that helps our business to grow.
Art der Stelle: Vollzeit, Festanstellung
Arbeitszeiten:
- Montag bis Freitag
Leistungen:
- Betriebliche Altersvorsorge
- Betriebliche Weiterbildung
- Essenszuschuss
- Homeoffice
- Kostenlose Getränke
- Kostenloser Parkplatz
- Preisnachlässe auf Produkte/Dienstleistungen des Unternehmens
Sonderzahlungen:
- Urlaubsgeld
- Weihnachtsgeld
Arbeitsort: Vor Ort
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