Job Title: Client Service Manager Contract Period: 2026/06/01~2027/05/31 (1-year) Location: Seoul, Korea CELINE is a fast-growing French and Leather-Goods Couture House that belongs to the LVMH group, which ambition is to become one of the most iconic luxury brands worldwide. To make this vision a reality we are looking for enthusiastic, passionate and agile personalities who are eager to evolve in a demanding environment. Your Work Environment As Client Service Manager of Celine Korea, you will participate in establishing a motivated and engaged service-oriented sales force and elevating Celine Korea customer’s experience and driving business goals. Reporting to the Ecommerce Director, the Client Service Manager will actively participate in both crafting and implementing sales and operational strategies. S/he will add value through strong leadership and motivation and through the recommendation of process improvements and tools, to ensure that best practices are achieved. This candidate will need to possess entrepreneurial spirit, collaborate with internal and external teams to provide best-in-class client service, and with the ability to report on and to interpret relevant sales analytics.

Key Responsibilities - Manage order handling (order rejection, cancel, delivered, monitoring stores) occurred from eCom channel (.com) and shared system (payment order allocation failure, etc.] or operation error with eCom IT - Manage internal call center team with all customer in-out bound enquires and monitor carrier service and warehouse to ship out daily outbound volume regarding online and offline channels - Manage DP process for defectives/ damaged products and deliver deliberation/repair service for online channel aligned with ASQ team - Manage operation to provide benefit, promotion, monitoring for membership service aligned with CRM team - Develop and update right tools, processes, and procedures for online channels to the external vendors, in alignment with eCOM, Retail operation, Store SA & SC, corporate IS&T, Legal and Compliance to meet consumer expectation and maintain brand image and reputation - Continue to seek improvement areas of tools, processes and fully reflect with CS functions to maximize consumer journey under Global platform - Analysis and manage weekly/ monthly/ quarterly operational performance (KPI) of call center team and take corrective action to improve KPI for delivering results with internal stakeholders - Lead handling process of complaints with relevant stakeholders to take the proper actions and resolve issues - Manage delivery process to provide consumer timely and user-friendly shopping experience to ensure on time in full deliveries - Control for annual budget and monitor actual monthly budget and share with Finance team - Provide leadership as well as engage and develop team members in a high-performance environment - Determine consumer service requirements by maintaining contact with consumer trends and competitors’ practices - Establish and maintain productive working relationships with partner in and out organizations such as external vendors, store operations, Retail, eCom, ASQ, CRM, etc.

Key Relationships - eCom, Retail, ASQ (After Sales), Offline Stores, CRM - Fashion Group Legal, IS & T - External warehouse & delivery agency Keys for Success 1) Experience: - Minimum 5 years of experience of management experience in a call center or service center environment - Experience in luxury/fashion business is a plus 2) Competencies: - Clear demonstration of a customer first mind-set - Effective communicator across job levels with both internal and external partners - High level of analytical skills and problem-solving skills - Proficient in MS office including MS excel skill - Knowledge in Sales Force (SFCC & SFSC) is a plus 3) Languages: Native Korean / Fluent in written and spoken English

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