Senior Manager, Client Experience

Senior Manager, Client Experience

About the job

As a Louis Vuitton Senior 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 and 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, and social media. Demonstrate proactive business acumen and initiative in improving performance, sales and 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 assess, 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 and 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 and 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
• Excellent organization skills; effective time-management skills
• 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 year and 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.

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Reference LVM34230

Diversity and Inclusion

Louis Vuitton respects and promotes equal opportunity. We celebrate and welcome the uniqueness of each employee and are committed to creating an inclusive work environment.