Position
As a Client Service Manager for Louis Vuitton’s Client Service Europe Center, you will report into the Senior Front Office Manager and be responsible for overseeing your markets: UK, Ireland, South Africa and the Nordics. You will take ownership to lead and coach a team of 4 Team Managers and 50 Client Advisors to foster the achievement of sales goals and ensure that the highest level of Client experience is delivered. You will be responsible to recruit and build highly motivated teams, develop them to the next level and secure succession plans.
TEAM MANAGEMENT & DEVELOPMENT
Develop Managers and Client Advisors to ensure your team delivers the Louis Vuitton Promise to every Client, through demonstrating and modeling the 4 Louis Vuitton Attitudes (Empathy, Agility, Curiosity, Commercial mindset).
Support the team with consistent coaching, identify their development and training needs, and partner with the Training team to tailor individual action plans
Identify, recruit and develop talents, secure succession plans in collaboration with the HR team
Set individual and team goals; proactively assess and manage performance against expectations
Manage and motivate the team to drive business: create a positive and harmonious work environment, foster cooperation within the team and between managers
CLIENT DEVELOPMENT
Lead the business in achieving all objectives, projects, and initiatives (i.e. reporting, sales analysis, product training)
Support the team in building long term client relationships, leveraging the different clienteling tools
Establish a Client-centric mindset to ensure the highest level of Client experience and proactively handle Client-related situations
Communicate and inspire the team on corporate strategy and relevant business information (animate morning briefings, trainings, team building)
Working the Regional HO, provide feedback and qualitative insights based on local knowledge about the market and Client needs, leveraging expertise and knowledge within the team
Design and implement action plans to boost business and maximize product performance, leveraging clientelling, training and team animation.
Job responsibilities
PLANNING AND OPERATIONS
Supervise the daily flow of inbound and outbound contacts and suggest adjustments to maximize Client Satisfaction
Act as a role model providing leadership to the team, role modeling their sales and commercial skills while always ensuring the sophistication of the approach
Ensure a perfect treatment of client complaints, exchanges and enquiries, ensuring they are dealt with promptly and efficiently within the boundaries of our policies
Ensure policies, Brand standards, and guidelines are communicated and implemented
BUSINESS VISION AND GROWTH
Manage day-to-day and analysis for Client Services for each market. Partner up with local Head Office to ensure alignment between Client Service and Stores. To keep up to date with the market trends both digital and in store.
Optimise sales through multiple channels, and customer service to achieve overall business goals
Establish and implement action plans in cooperation with partner teams (clienteling, merchandising, communications) to develop sales for each product category and clientele (web/mobile/CSC/multichannel)
Define, implement and monitor sales forecasts and targets
Profile
- 10+ years management experience in a call center or service environment, ideally within the luxury industry,
- Fluent English, any native profile with strong experience dealing with UK clientele will be considered a plus,
- Advanced MS Excel & Office suite skills, PowerBI and Salesforce skills,
- Superior coaching and development skills,
- Proven comfort/experience communicating and influencing across all stakeholders with both internal and external partners,
- Demonstrated ability to deal with ambiguity easily, solve for both service level problems and the challenges of last-minute changes,
- Has or is willing to develop a comprehensive knowledge of current Fashion business state and trends, by staying connected to different media channels,
- Excellent analytical and quantitative skills,
- Comfortable working in a diverse, multicultural and international environment,
Must be available to work exceptionally on weekends or Bank Holidays
Skills development opportunities
Louis Vuitton Services Europe offers a dynamic environment with ample opportunities for personal and professional growth, including comprehensive coaching, development programs, and mobility within our Maison to help you advance your career and achieve your full potential.
Recruitment process
Upon submission of your application, qualified candidates start the recruitment process with a video interview on our iCIMS platform. If successful, you will have the opportunity to present to HR your background and aspirations. The final step will be meeting with our Team Managers who will delve deeper into your capabilities and potential contributions to our dynamic team.
