Client Service Teamlead Germany (m/f/d)

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.

We are seeking a dedicated and qualified Teamlead (m/f/d) to join our Client Service Team in Cologne. In this role, you will be responsible for the daily operations of a team of Client Service Representatives, ensuring that we consistently deliver exceptional customer service. You will play a key role in adhering to Service Level Agreements (SLAs) and fostering a culture of continuous improvement and operational excellence.

Job responsibilities

Operational Excellence:

• Ensure efficient operational management of the team and adherence to SLAs.
• Promote continuous service quality improvement and support in escalations.
• Ensure compliance with existing processes and identification of improvement potentials.
• Effectively plan and allocate resources to achieve performance goals.
• Identify training needs and implement training programs.
• Provide support for store and workshop inquiries.
• Act as a liaison between the Client Service Team and other departments to ensure seamless collaboration.
• Promote continuous learning and development within the team.

Process Optimization and Analysis:

• Analyze client service data to identify trends, patterns, and areas for improvement.
• Develop and implement processes to enhance efficiency, quality, and client satisfaction.

Reporting and Communication:

• Create regular reports on team performance.
• Ensure clear and effective communication within the team and with other departments.

Profile

• A degree in Business Administrations, Communications, or related field; Equivalent qualifications gained through relevant professional experience will also be considered.
• At least 5 years of proven leadership experience in client service, ideally in a call center or in the retail/luxury segment.
• Demonstrated experience in direct client interaction, including adeptly handling problem-solving, escalations, and systematic follow-up.
• Excellent communication skills, both written and verbal.
• Analytical competence to evaluate service quality, identify optimization potential, and develop targeted solutions.
• Strong ability to prioritize, even under high pressure, as well as a high level of resilience.
• Team player with hands-on mentality and a proactive mindset.
• Fluency in both German and English is a must. Additional language skills are an advantage.

Additional information

What you can expect from us:

• 30 days paid vacation per year
• 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 meals
• Urban Sports Club membership, public transportation ticket & job bike (partly subsidized)
• International environment and development opportunities within LVMH

BECOME PART OF RIMOWA:

Please send us your complete application documents including your salary requirements and details of your possible starting date.

We look forward to receiving your application!Look for us on Instagram @RIMOWA or visit us on our RIMOWA Career page: https://career.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.