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%.

Job responsibilities

• 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.
  

Profile

• 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.

Additional information

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

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.

RIMOWA
MAISON

It is not only the ambition to craft exceptional luggage but also the courage to question the status quo that lies at the heart of everything RIMOWA does. Since its founding by Paul Morszeck in 1898, RIMOWA has cultivated the pioneering spirit that is evident in every suitcase built. Inheriting his father’s visionary approach, it was Richard Morszeck who – inspired by the early days of aviation – discovered grooved aluminium as the ideal lightweight material for RIMOWA suitcases. A design classic was born. With the same ingenuity and courage as his father and grandfather, third generation owner Dieter Morszeck paved the way for RIMOWA’s global success. Thanks to his focus on state-of-the-art technology, uncompromising quality and timeless design, RIMOWA suitcases have become the global companion of choice for a sophisticated clientele. Today, with 3,000 employees worldwide, RIMOWA continues to combine craftmanship with precision technology and a commitment to courageous innovation, staying true to its heritage in today’s ever-changing world.