Head of customer care (H/F)

LVMH; Paris; Sur place; EUR 70 000 - 90 000; Plein temps

Résumé du poste

A leading luxury goods company is seeking a Head of Customer Care to define and manage a high-quality customer service department. The role requires 7-10 years of experience in customer relationships, a strong understanding of the luxury environment, and fluency in French and English. Ideal candidates will demonstrate dynamism, rigor, and agility. This position also involves managing the performance indicators of customer satisfaction and ensuring continuous improvement in customer relations.

Qualifications

• 7 - 10 years of experience in customer relationships.
• Experience in launching a new activity project.
• Fluency in French and English; other languages are a plus.

Responsabilités

• Define and implement customer relationships department strategy.
• Guarantee the quality of customer relations and sales development.
• Manage team performance and customer satisfaction indicators.

Connaissances

Customer-oriented

Dynamic

Rigorous

Agile

Description du poste

The mission of the LVMH group is to represent the most refined qualities of Western "Art de Vivre" around the world. Since its creation in 1987, LVMH has comprised a unique portfolio of over 70 prestigious brands. The Group is active in five different sectors: Wines & Spirits: the Group is the world leader in premium wines and spirits, with the help of prestigious brands such as Château d’Yquem, Dom Pérignon, Hennessy, Mercier, Moët & Chandon and Ruinart. Fashion & Leather goods: LVMH boasts an exceptional array of prestige fashion and leather goods brands, including Louis Vuitton, Marc Jacobs, Céline, Givenchy, Berluti and Kenzo. Perfumes & Cosmetics: with a unique portfolio that includes leading Houses and prestigious niche brands (Dior, Guerlain, Acqua di Parma, Loewe, Benefit Cosmetics…), LVMH is a major global player in perfumes and cosmetics for beauty care and makeup. Watches & Jewelry: this business group comprises upscale brands such as Bulgari, TAG Heuer, Chaumet and Hublot. Selective Retailing: the LVMH Selective Retailing sector covers the four corners of the world with Sephora, DFS, Franck et Fils, La Grande Épicerie, Le Bon Marché, Samaritaine and Starboard Cruise Services. In addition, LVMH is a key player in the media sector with Groupe Les Echos, overseeing several business, finance, arts and culture publications.

Job Description

As part of its digital activities’ development, LVMH is looking for head of customer care. In an international context, your main missions will be:

Creation of the customer relationships department:

• Define the strategy allowing to offer to our customers a service of very high quality while keeping an economic realism
• Frame and plan the project
• Define and formalize the expected Level of quality
• Setup tools: write specifications, identify providers, launch RFP, followed by the implementation
• Creation of an internal team fascinated by the marketed products

Daily management:

• Guarantee the quality of the relation with our customers
• Be a major contributor of the sales development of the business
• Carry the voice of the customers inside the organisation to make sure of a constant quality’s improvement
• Manage the team: annual objectives, procedures, training
• Pilot the performance indicators of the department and the level of customer satisfaction

Qualifications

You are 7 - 10 years experienced in the field of Customer relationships. You ideally participated in a new activity's launch project. You have a good understanding of luxury environment and you are very customer-oriented.

You speak necessarily French and English. One or several other languages would be a plus.

Dynamism, rigour, client orientation, enterprising mind and agility will be your assets to be successful in your missions.