Loro Piana Guest Services Representative

New York • USA

Friday, October 10, 2025

Loro Piana, a distinguished name in luxury fashion, is part of the esteemed LVMH Group, renowned for its commitment to excellence and innovation. As an employer, Loro Piana offers a dynamic and inclusive work environment, fostering professional growth and valuing the well-being of its employees. The brand is dedicated to crafting unparalleled experiences for its clientele, reflecting its heritage of quality and sophistication.

1. Deliver exceptional service and support to clients across the US and Canada through various channels including e-commerce, retail stores, phone, and digital platforms.
2. Engage with clients using a personalized, elegant, and effective approach, reflecting the brand's commitment to excellence.
3. Achieve and exceed key performance indicators such as clienteling targets, proactive CRM outreach, and maintaining exceptional Customer Experience scores.
4. Collaborate closely with Retail Stores, Retail Operations, IT, CRM, and Merchandising to create memorable guest experiences.
5. Proactively share best practices with managers and team members to resolve customer inquiries, strengthen relationships, and drive sales.
6. Maintain accurate records by updating platforms and logs with precise data.
7. Foster productive and collaborative relationships with members of the Loro Piana retail network.
8. Stay informed with product information by participating in pre-season product training meetings and store visits.
9. Support quality assurance efforts by sharing product and website-related client feedback.
10. Assist in managing the verification of orders for potential fraud, ensuring timely and secure fulfillment processes.

1. Proven experience in luxury customer service, preferably within retail, fashion, technology, or hospitality industries.
2. Superior communication skills, both written and verbal, with proficiency in engaging with customers across various channels.

1. Demonstrated ability to apply luxury selling behaviors and deliver personalized service.
2. Adept at leveraging technology to enhance the customer experience, with a strong understanding of CRM systems, payment processing software, and AI-powered customer service tools.
3. High motivation and energy with a genuine passion for customer service.
4. Strong analytical, problem-solving, and sales negotiation skills.
5. Highly organized, results-oriented, and dedicated to adhering to established procedures.
6. Exceptional ability to multitask and prioritize effectively.
7. Solid understanding of Microsoft Office Suite and CRM systems.
8. Ability to work a varied schedule, including days, nights, holidays, and weekends.
9. Fluency in English; proficiency in Spanish, French, or Italian is valued.

Minimum 3 years of experience in luxury customer service.

Loro Piana offers a comprehensive range of benefits including medical, dental, and vision coverage, fertility support, adoption and surrogacy reimbursement, tuition reimbursement, 401K match, and Headspace mental health support. Employees also enjoy a generous product discount, exclusive LVMH discounts, and other tailored perks.

Loro Piana fosters a culture of inclusion and belonging, ensuring diverse identities and perspectives are valued and can thrive. The company is committed to creating an equitable environment where all employees feel supported and empowered to grow.