Louis Vuitton Care Retail Experience Project Manager

Louis Vuitton, a distinguished member of the LVMH conglomerate, has been a beacon of luxury and innovation since 1854. Renowned for its commitment to excellence, the brand continually reinvents itself, offering employees a journey filled with emotion and ambition. Louis Vuitton champions equal opportunity, diversity, and inclusion, actively supporting individuals with disabilities to celebrate uniqueness in the workplace.

1. Lead the design, development, and deployment of the new Care Ceremony across global stores, integrating both customer-facing and internal processes.
2. Implement new technical tools within the Louis Vuitton ecosystem and define an adaptable Care model based on store typologies.
3. Map and enhance customer journeys around key Care service moments, incorporating clienteling strategies to strengthen loyalty.
4. Ensure a seamless omnichannel Care experience, maintaining coherence between physical and digital touchpoints.
5. Collaborate closely with Retail Excellence & Operations, Care Operations, LV Neo, Clienteling, Learning, and geographical teams for alignment and adoption of solutions.
6. Facilitate workshops and cross-functional groups to foster co-creation and team buy-in.
7. Monitor project progress, assess risks, and ensure adherence to timelines, budgets, and Louis Vuitton's standards of excellence.
8. Translate business needs into functional solutions, breaking down front-end and back-end features into Epics and User Stories using Agile methodology.
9. Oversee developments in collaboration with LV Neo and other departments, ensuring feature coherence and schedule adherence.
10. Define testing strategy with LV Neo, oversee test case preparation and execution with QA Leads and business stakeholders.
11. Organize and support the deployment phase with LV Neo and local teams, including creating materials, training, and ambassador network facilitation.
12. Maintain comprehensive and up-to-date project documentation.
13. Prepare and regularly present progress reports to stakeholders.

1. Solid experience in retail with recognized expertise in customer experience and Care services.
2. Proficiency in customer journey mapping and clienteling strategies for enhancing loyalty and engagement.
3. Excellent project management skills with the ability to work cross-functionally and mobilize multidisciplinary teams.
4. Analytical and innovative mindset, combining strategic vision with operational pragmatism.
5. Fluent in English; proficiency in additional languages is advantageous.
6. Strong interest in information systems and mastery of Agile methodology, capable of translating business needs into Epics and User Stories.
7. User and business-oriented with a genuine curiosity to deeply understand Care operations.
8. Excellent communication, collaboration, and stakeholder management skills.
9. Proficiency in essential office tools (Excel, PowerPoint).

1. Project management
2. Customer experience design
3. Clienteling strategy
4. Agile methodology
5. Cross-functional collaboration
6. Stakeholder management
7. Analytical thinking
8. Communication skills
9. Information systems interest
10. Office tools proficiency

Minimum 5 years of experience in retail, focusing on customer experience and Care services.

Louis Vuitton offers a dynamic work environment with opportunities for professional growth, fostering a culture of inclusion and diversity.

The workplace culture at Louis Vuitton is one of innovation, inclusivity, and excellence. Employees are encouraged to embark on their own unique journeys, contributing to a legacy of luxury and craftsmanship.