Description

Retail Client Care Coordinator EMEA (m/f/d)

Position

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 125 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 Retail Client Care Coordinator EMEA (m/f/d) supports our Client Care network to ensure the smoothest process from the point of receipt to the return of the product to the client. The role is to liaise between Client Care Teams in retail stores, workshops centers and in customer service as well as with other departments of the maison. The EMEA region represents 11 countries, including 38 retail stores and 3 workshop centers. This position will report functionally to our Client Care Manager EMEA.

This is a permanent, full-time position located in our head office in Cologne, including a travel requirement within the EMEA region of approx. 10-20%

  • Training & Support: Provide support and training to store teams on client care processes.
  • Elevated Client Experience: Improve the overall client experience by ensuring a fast repair turnaround time.
  • Performance Measurement & Improvement: Measure Key Performance Indicators (KPIs), analyze root causes for deviations, and develop short-term action plans (quick wins) and medium/long-term mitigation plans.
  • Store Project Involvement: Play a key role in store projects (openings, relocations) with architecture and retail operations teams, ensuring the client care concept is correctly implemented.
  • Data Analysis & Process Improvement: Analyze data to identify deviations, determine root causes, and implement corrective actions. Identify and implement process optimizations to standardize procedures across the region.
  • Project Participation & Innovation: Participate in projects and identify new opportunities to enhance the repair process.
  • Knowledge Sharing: Share best practices across the organization.

  • Bachelor’s degree in Supply Chain, Business Administration, or a related field
  • At least three years of experience in Supply Chain and Operations, Retail or Customer Service.
  • Demonstrated commitment to providing exceptional client service and exceeding expectations.
  • Proven ability to cultivate strong business relationships and collaborate effectively across different departments.
  • Proficiency in data analysis and advanced skills in Microsoft Excel
  • Fluency in German and English (both at least B2-level), an additional language is a plus.

What you can expect from us:

  • 30 days paid vacation per year
  • Flexible working hours and a hybrid working model
  • RIMOWA Essential Cabin suitcase as a gift after the probationary period
  • Corporate benefits and 30% discount on the RIMOWA assortment
  • Company pension scheme with a high employer contribution or other capital-forming benefits
  • Great canteen with freshly cooked and affordable food
  • Free employee parking, public transportation ticket & job bike (partly subsidized)
  • International environment and development opportunities within LVMH