Customer Service Vendor Manager

LVMH Perfumes & Cosmetics; New York (NY); Hybrid; USD 115,000 - 125,000; Full time

Job summary

LVMH Perfumes & Cosmetics seeks a Customer Service Vendor Manager. This role serves as a key connector among beauty brands and outsourced partners to ensure excellent client service. Responsibilities include overseeing operations, optimizing customer experiences, and collaborating cross-functionally within the organization. Ideal applicants possess strong leadership and communication skills, with a solid educational background in managing complex customer services.

Benefits

Medical insurance

Vision insurance

401(k)

Disability insurance

Qualifications

• Significant experience in managing remote digital customer services.
• Ideally from beauty or luxury industry.
• Competence in managing multiple projects simultaneously.

Responsibilities

• Oversee client operations at the North America Customer Service Center.
• Foster partnership between Maisons and the BPO.
• Monitor service delivery and ensure optimized client satisfaction.

Skills

Leadership

Communication

Analytical skills

Education

Bachelor’s degree

Master’s degree (advantageous)

Job description

Get AI-powered advice on this job and more exclusive features.

LVMH Perfumes & Cosmetics provided pay range

This range is provided by LVMH Perfumes & Cosmetics. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$115,000.00/yr - $125,000.00/yr

Direct message the job poster from LVMH Perfumes & Cosmetics

Talent Acquisition | LVMH Perfumes & Cosmetics

Company Description

LVMH Beauty's activities benefit from exceptional dynamism that relies on both the longevity and development of key lines, and on the boldness of new creations.

All are driven by the same values: a quest for excellence, creativity, innovation, and perfect mastery of their image.

The brands cultivate what makes them unique and are guaranteed to make them stand out in a highly competitive global market. The success of the LVMH Beauty Division depends on finding the right balance between major historic Houses, such as Parfums Christian Dior, Parfums Givenchy, Acqua di Parma, Guerlain, and newer brands with strong potential like Kenzo Parfums, Fresh, and Make Up For Ever.

LVMH Beauty invites you today to join its North America teams.

LVMH Beauty is part of the LVMH Group.

Job Description

As a member of the North American team, the Customer Service Vendor Manager will be the main point of contact connecting diverse Beauty Maisons with a unique outsourced partner for Client Services. Your leadership will allow a best-in-class service level for all type of contacts to guarantee an optimized client satisfaction matching with the brand image of the Maisons.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Oversee client operations at the North America Customer Service Center supervising the Business Processing Outsourcer’s (BPO) day-to-day activities and service delivery
• Steer transitions from project inception to operational stability, ensuring seamless integration into everyday functions
• Foster Maisons-BPO partnership, monitoring accessibility, operational excellence and sales achievements, evaluating performance metrics and setting high service standards
• Control and challenge capacity planning construction as well as workforce management optimization, regularly reviewing productivity, occupancy and planning arbitrations between channels/contact types/Maisons
• Cultivate synergy among Maisons through shared customer experience strategies that leverage group-wide digital advancements
• Pioneer multi-Maison initiatives like NPS benchmarking, mystery shopper programs and clienteling programs to enhance overall customer satisfaction
• Keep abreast with contact-center-as-a-service technologies such as Generative AI advisor assistance, automations for prompt treatment and omnichannel harmonization to elevate customer interaction thru smooth and efficient resolution

ENSURE CONSISTENT SERVICE EXCELLENCE:

• Establish and maintain uniform service protocols across all Maisons in collaboration with internal teams and external partners
• Follow-up & coordinate action plan adoption by the BPO
• Utilize KPIs to monitor customer service delivery; undertake regular assessments for process optimization
• Coordinate Maisons tailoring of training modules for continuous improvement of team competencies

CROSS-FUNCTIONAL COLLABORATION:

• Work hand-in-hand with Maisons Digital teams, Marketing, Sales, Operations, etc., aligning customer experience plans with overarching business objectives
• Act as an advocate for consumer needs within LVMH Beauty's ecosystem
• Collaborate with Tech teams on solutions that amplify mutualization efforts between Maisons while industrializing client-focused technologies

SUPERVISION RECEIVED: The role reports directly to the Vice President of Transformation – Beauty Division North America.

QUALIFICATIONS & SKILLS REQUIRED: A Bachelor’s degree paired with significant experience in managing remote/digital complex customer services operated by a BPO, ideally within beauty or luxury industry. A master’s degree would be advantageous.

The ideal candidate should possess:

• Leadership skills capable of animating cross-functional teams towards common goals
• Outstanding communication skills that establish rapport with both internal stakeholders and external partners
• An analytical approach toward leveraging data insights for strategic decision-making
• Competence in managing concurrent projects while nurturing relationships across multiple Maisons

NOTE: This position's scope may evolve over time; adaptability is key as duties are subject to change based on business needs without notice.

Additional Information

This job description is intended to cover the core accountabilities of the position and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

This role is hybrid and sits in NYC 3 days per week.

All your information will be kept confidential according to EEO guidelines.

LVMH Inc. uses the published salary range as a guideline to provide our employees with market competitive pay while allowing for flexibility to recognize and reward various levels of expertise, performance, and tenure.

While the published salary range is a good faith reflection of the targeted salary level for the position, LVMH Inc. reserves the right to pay outside of the published range of $115,000-$125,000.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Cosmetics

Referrals increase your chances of interviewing at LVMH Perfumes & Cosmetics by 2x

Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Disability insurance

Get notified when a new job is posted.

Sign in to set job alerts for “Vendor Manager” roles.

Jersey City, NJ $180,000.00-$210,000.00 1 week ago

New York, NY $115,000.00-$125,000.00 3 days ago

New York, NY $198,000.00-$237,600.00 1 week ago

New York, NY $83,000.00-$83,000.00 6 months ago

Senior Manager, Indirect Procurement - SG&A

New York, NY $120,000.00-$140,000.00 1 week ago

Senior Manager of 3rd Party Vendor Management

New York, NY $125,000.00-$150,000.00 1 week ago

Englewood Cliffs, NJ $40.00-$45.00 4 days ago

Senior Manager - Supplier Payments and Reconciliation

Englewood Cliffs, NJ $46.00-$51.00 4 days ago

New York City Metropolitan Area $80,000.00-$102,000.00 9 hours ago

Manhattan, NY $96,706.50-$131,872.50 1 week ago

Englewood Cliffs, NJ $85,000.00-$115,000.00 2 weeks ago

Vendor Relations Manager (Data & Insights)

New York, NY $80,000.00-$120,000.00 5 days ago

New York, NY $85,000.00-$120,000.00 1 week ago

Carlstadt, NJ $90,000.00-$110,000.00 2 weeks ago

Teaneck, NJ $110,000.00-$130,000.00 3 days ago

Senior Associate, DashMart - Vendor Management Strategy & Operations

New York, NY $93,000.00-$105,000.00 6 days ago

New York, NY $100,000.00-$115,000.00 4 days ago

Jersey City, NJ $100,000.00-$250,000.00 2 weeks ago

Queens, NY $75,000.00-$85,000.00 2 weeks ago

New York, NY $80,000.00-$102,000.00 3 hours ago

New York, NY $90,000.00-$110,000.00 1 week ago

New York, NY $106,275.00-$141,700.00 1 day ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.