Senior Manager, Client Experience

LVMH; Irving (TX); On-site; USD 115,000 - 130,000; Full time

Benefits offered by this job

Comprehensive benefits

Job summary

Louis Vuitton is seeking a Senior Manager, Client Experience, to lead a team of Team Managers and oversee a group of Client Service Advisors delivering exceptional client contacts via phone, email, chat and social media.

The role focuses on strategic collaboration with partners to achieve KPIs, develop selling and service behaviors, and integrate new technologies into practices while mentoring teams in a luxury retail setting.

Qualifications

• Minimum 6+ years in a similar role leading others in a client-centric environment

Responsibilities

• Supervise a population of Team Managers who lead 12-15 Client Service Advisors
• Master Brand and product knowledge; participate in training initiatives
• Act as a role model; set team goals and monitor performance
• Engage clients to foster relationships and support client development
• Lead and support a fast-paced, multi-system environment with effective communication

Skills

Team leadership

Client experience focus

Strong communication

Analytical skills

Excel/PowerPoint

Tools

Excel

PowerPoint

Microsoft Office

Job description

As a Louis VuittonSenior Manager, Client Experience, you will effectively lead and support a team of Team Managers who are each responsible for a group of Client Advisors (handling client contacts via phone calls, emails, chat, and social media).

In this role, you will strive to use strategic activities in collaboration with multi-level partners to proactively foster the achievement of quantitative and qualitative KPIs and ensure that the highest level of client experience is delivered. The Senior Manager should embody strong skills in the development, mentorship, and refinement of team selling & service behaviors. In addition, the ability to integrate new technologies, and workflows into existing business practices and translate these strategies clearly throughout the organization is essential.

Job responsibilities

Responsibilities include, but are not limited to:

• Team Leadership & Population Management:Supervise a population of Team Managers who are each responsible for a team of 12-15 Client Service Advisors responsible for handling client contacts via phone calls, emails, chat, & social media. Demonstrate proactive business acumen & initiative in improving performance, sales & contests.
• Product & Brand Mastery:Learn and master Brand and product knowledge; stay up-to-date on all product, company, and department initiatives through participating in all relevant CSC and department training and initiatives as well as self-led learnings. Stay abreast of Client Development priorities and vision for seamless collaboration.
• Self & Team Development:
  • Act as a role model for Managers, leading by example and working side by side with Direct Reports to ensure objectives are accomplished and performance opportunities are addressed.
  • Set individual and team goals, proactively access, and manage performance against expectations.
  • Collaborate with the Training and Client Development teams on new products, clienteling, or applicable training.
  • Create a positive and harmonious work environment and build a strong team spirit within the team.
  • Ensure your team’s adherence to all Louis Vuitton and Client Services policies & procedures; partner with senior management and Human Resources on any discrepancies.
  • Be prepared to directly lead a team of outbound and sales-focused managers as well as manage additional Team Managers in instances of extended Team Manager absence, open positions, or other scenarios requiring additional support.
  • Attract, recruit, and retain a high-performing team in conjunction with the Talent Acquisition team.
• Client Centric & Excellence:
  • Actively engage clients to foster relationships and support clienteling & Client Development efforts.
  • Establish a Client-centric mindset and maintain the highest degree of Client service daily by demonstrating exemplary service leadership in the areas of phone quality, timely complaint resolution, product awareness, and store relations by adhering to the Quality Client Service Pillars, Louis Vuitton Etiquette, and the Louis Vuitton Selling Ceremony.
  • Demonstrate managerial courage when engaging in complex client situations, exploring creative solutions that will benefit the Client and the Brand.
  • Perform as a team player, participate in all activities contributing to the overall objectives of the CSC.

Profile

Work Experience/Skills:

• Minimum 6+ years in a similar role leading others, preferably in a client-centric environment as management in retail, luxury retail, digital selling, or hospitality
• Strong grasp of all business metrics and ability to strategize sales/business to identify trends and opportunities and develop strategic action plans.
• Proven track record in developing highly successful teams
• Strong intuition for business, highly analytical, able to present and drive an idea
• Great communication skills, both written and verbal
• Very proficient in Excel, PowerPoint, and Microsoft Office Suite applications
• Ability to learn quickly and maintain a high-performance level in a fast-paced environment
• Proactive self-starter that is solution and detailed-oriented and can work with minimal supervision
• Exceptional interpersonal skills, ability to interact with all levels of employees within the organization with the ability to build rapport with clients and peers with excellent follow-up skills
• Composure under pressure and ability to deescalate calls
• Ability to handle multiple tasks simultaneously
• Technically savvy and ability to use multiple systems simultaneously (up to 14 at a time) with the ability to navigate systems while speaking to a client and building a conversation
• Resourceful and seeks out information to continuously build product/systems knowledge
• Motivated to exceed desired outcome/results

Additional information

Louis Vuitton is a company that respects the uniqueness of each employee and offers everyone the means to find their place and prosper. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture passionate about meaningful strategies aimed at crafting an inclusive workforce.

The selected candidate will be offered a salary range of$115,000-$130,000 per yearand will be eligible for a comprehensive benefits package, unparalleled career development opportunities locally and globally, and industry-leading training designed to provide deep insight into the luxury and retail environment.

Founded in Paris in 1854, Louis Vuitton perpetuates the ambitious vision of its namesake. From his origins as a master trunk maker, manufacturing boxes used to pack both everyday objects as well as voluminous wardrobes, Louis Vuitton and his successors introduced numerous innovations including the advent of the flat-top trunk, lightweight canvas, signature patterns, and the tumbler lock. Today, Louis Vuitton’s legacy is expressed through its rigorous spirit of innovation, the boldness of its creations and an uncompromising demand for excellence.

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At LVMH, people make the difference in the art of crafting dreams.
Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is reflected in nurturing every individual with a growth mindset and development opportunities, consistently empowering them to reach their full potential. We are actively committed to positive impact through an inclusive environment that supports and gives back to our talented community.
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