Client Service Manager EMEA (m/f/d) - #2230223

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.

As Client Service Manager EMEA (m/f/d), you will be responsible for overseeing the contractual, financial, and operational relationship with our Client Service team and internal stakeholders, ensuring continuous improvement of services and the development of new channels. This role goes beyond operational excellence; it requires a visionary leader who can inspire and unite two Client Service teams across EMEA, fostering collaboration, and delivering an outstanding client experience in line with RIMOWA’s DNA.

This is a permanent full time position.

Job Responsibilities

• Lead and inspire a multicultural client service team, uniting two dynamic teams to create a cohesive, high-performing culture across EMEA.
• Design the annual strategy for contact channels, service objectives, and team organization, ensuring alignment with the House’s vision and growth plans. Develop and manage the corresponding budget.
• Prepare quarterly contact forecasts for Client Service and define the necessary team sizing to meet service demands.
• Monitor quantitative and qualitative KPIs on a daily, weekly, and monthly basis, implementing action plans as needed to drive continuous improvement and ensure service excellence.
• Propose optimizations in tools, processes, reports, and organization to enhance both advisor experience and service delivery. Collaborate with relevant departments for implementation.
• Drive the launch of new channels and services, ensuring operational alignment and seamless integration into the team’s workflows.
• Perform data analyses to understand business trends, assess the impact of initiatives, and gain insights into client behavior to drive decision-making.
• Act as the Voice of the Client, representing EMEA clients in cross-functional projects and ensuring their needs are at the forefront of our service strategies.
• Share best practices and collaborate with global Client Service leaders, positioning Client Service in EMEA as a leader in innovative service solutions.
  
  

Cultural Leadership & Collaboration

• Champion a customer-first mindset, ensuring that the teams deliver a service that reflects RIMOWA’s brand values.
• Cultivate strong cross-functional relationships, ensuring smooth collaboration with global Client Service leaders, internal stakeholders, and other departments.
• Embrace and promote diversity within the teams, recognizing cultural differences as opportunities for innovation and growth.
  
  

Profile

• At least 5 years of experience as a Client Service Manager or key contact for a partner, with proven leadership in managing diverse teams.
• Inspirational leader, capable of building a collaborative and customer-focused culture.
• Analytical and results-driven, with the ability to translate data insights into actionable strategies.
• Thorough and detail-oriented, ensuring high-quality service standards.
• Entrepreneurial spirit, with the ability to drive innovation and lead multiple projects simultaneously.
• Strong communicator, adaptable to various audiences in both oral and written form.
• Experience in financial and contractual negotiations, with a focus on achieving win-win outcomes.
• Advanced knowledge of Microsoft Excel, PowerPoint required. Experience with Salesforce Service Cloud is appreciated.
• Ability to manage deadlines, work under pressure, and balance multiple priorities.
• Curious and attuned to market trends, always looking for ways to improve service offerings; ability to work with global teams and adapt to different cultural contexts.
• Fluent in English; additional languages e.g. German is a plus.
  
  

Additional Information

What you can expect from us:

• 30 days paid vacation per year
• Flexible working hours
• 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
• 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.