Vice President, Client Service Center - Louis Vuitton Americas at Louis Vuitton

About The Job

As the Louis Vuitton Vice President, Client Service Center, you will be an ambassador of the Brand, responsible for overseeing client experience, operations, forecasting, budget and people management, commercial achievement and brand expectations. As a high-growth part of the greater business, the Vice President of the Client Service Center must maintain levels of uncompromised excellence in all aspects of the business while driving change and progress.

Working in collaboration with the on-site management team this role will be responsible for achieving targets while ensuring all client interactions are handled in line with our Louis Vuitton brand standards.

Job responsibilities

Responsibilities include, but are not limited to:

• Lead & manage the operations of a 300+ workforce with a clear understanding of daily performance both from a people and commercial perspective
• Strategize revenue generation and team deployment across multiple client-facing touchpoints including inbound calls, chat and outbound clienteling.
• Inspire and lead a diverse & inclusive team, creating a sense of belonging for all employees
• Align the wider strategic goals of Louis Vuitton North America and identify and communicate consistently how the CSC will contribute to this vision

Operational and Commercial Excellence:

• Consistently monitor the CSC’s productivity including fraud rate, handle rate, service level, call time, escalations and revenue while continuously identifying opportunities to further drive the business
• Based on deep analysis and evolving performance, continuously develop and implement initiatives that further optimize business performance and the Client experience
• Partner with the New York Corporate team to develop sales forecast and areas for growth and resulting needs
• Working in collaboration with functional directors in identifying opportunities to maximize technological and operational solutions to further support our teams efforts in delivering an elevated and seamless Client experience.
• Vigilantly manage operational excellence across all elements of the organization especially workforce management, scheduling, fraud and forecasting

Client Centric + Excellence:

• In conjunction with Training Director, drive and develop new training programs that continuously improve client experience and service levels that will lead to the most cost-efficient and service-maximized result
• Consistently champion standards of excellence, monitor delivery and identify continuous opportunities to further delight our Clients
• Partner with NY Corporate teams to align and understand product launch plans and any impacts to inbound volume and CSC’s contribution to the strategy
• Instill a sense of accountability within CSC ensuring all employees understand and deliver to expectations
• Serve as the champion of the Client Services Center throughout the greater organization. Develop key relationships across the retail network, corporate and global colleagues ensuring to maximized partnerships for all areas of CSC
• Represent the needs of the CSC across all factors of the business and effectively communicate strategies to drive change

Innovation:

• In partnership with the Director of Innovation, ensure the CSC is maximizing efficiencies and client experience through technology, innovation, AI and ways of working
• Continuously inspire and advocate for an innovative & creative mindset within CSC to identify and drive solutions
• Embed the value of AI throughout the organization and clearly and consistently communicate best practices

Profile

Experience & Skills:

• 15+ years in client service, and/or client experience positions in a complex, high volume and growth-oriented business setting
• Significant experience in leading customer experience teams
• Ability to simplify complex situations and focus on value and effectiveness
• Proven experience designing and managing retention strategies
• Strong leadership skills and a proven ability to attract, develop, retain and motivate a team
• Possesses strong influence skills to gain alignment and investment from stakeholders.
• Strong analytic and insight skills: ability to deep dive data and translate into actionable recommendations
• Luxury brand sensibility: in terms of expectations, assessment and client experience

The appointed candidate will be offered an annual salary within the range of $330,000 - $400,000, a comprehensive benefits package including: medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks and two retirement plans both with employer contributions.

The position will work on-site in Irving, Texas a minimum of 4 days a week and require occasional domestic and international travel.

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.

In addition to a generous benefits package, unparalleled career development opportunities, both locally & globally, as an employee at Louis Vuitton, you can expect to be provided with industry-leading training which will offer you an in-depth insight into the luxury and retail environment.

Reference LVM33044