Louis Vuitton Care Retail Experience Project Manager

Paris • France

Thursday, January 1, 2026

Louis Vuitton, a prestigious entity within the LVMH conglomerate, has been synonymous with luxury and innovation since 1854. As a global leader in the fashion and leather goods sector, the brand is renowned for its commitment to excellence and its dedication to fostering an inclusive and diverse workplace. Louis Vuitton is committed to equal opportunity and actively supports the employment of individuals with disabilities, ensuring a rich tapestry of unique talents and perspectives within its teams.

1. Lead the design, development, and deployment of the new Care Ceremony across global retail locations.
2. Identify business needs and create innovative solutions, integrating both customer and sales advisor experiences with internal processes such as repair tracking, logistics, and inventory management.
3. Implement tools, conduct user acceptance testing (UAT), and provide post-deployment support (hypercare).
4. Map and optimize customer journeys around key Care service moments, incorporating clienteling strategies to enhance loyalty and engagement.
5. Ensure a seamless omnichannel Care experience, maintaining consistency across physical and digital touchpoints.
6. Define and implement a scalable global Care model tailored to store typologies, with dedicated spaces, specific skills, and integrated services like in-store repairs.
7. Collaborate closely with Retail Excellence & Operations, Care Operations, LV Neo, Clienteling, Learning, and regional teams to ensure alignment and adoption of solutions.
8. Facilitate workshops and cross-functional working groups to promote co-creation and team buy-in.
9. Monitor project progress, assess risks, and ensure adherence to timelines, budgets, and Louis Vuitton's standards of excellence.
10. Translate business needs into functional solutions within the Louis Vuitton ecosystem, using Agile methodology to break down features into Epics and User Stories.
11. Supervise development in collaboration with LV Neo and other departments, ensuring feature coherence and schedule adherence.
12. Define testing strategy with LV Neo, oversee test case preparation and execution with QA Leads and business stakeholders.
13. Organize and support the deployment phase ('Build to Run') with LV Neo and local teams, including creating support materials, training, and managing a network of ambassadors to accelerate deployment.
14. Maintain comprehensive and up-to-date project documentation.
15. Prepare and present regular 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 to enhance 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 an asset.

1. Strong interest in information systems and excellent command of Agile methodology: ability to translate business needs into Epics and User Stories, and manage the product backlog according to agile best practices.
2. User and business-oriented with a genuine curiosity to deeply understand Care operations.
3. Excellent communication, collaboration, and stakeholder management skills, facilitating coordination between project teams, business units, and LV Neo functions.
4. Proficiency in essential office tools (Excel, PowerPoint).

Minimum of 5 years of relevant experience in retail and customer experience management.

Louis Vuitton offers a dynamic work environment with opportunities for personal and professional growth, fostering a culture of innovation and excellence.

Louis Vuitton prides itself on a culture of excellence, innovation, and inclusivity. The brand encourages creativity and boldness, providing a supportive environment where each individual's unique contributions are valued. The company is dedicated to fostering a diverse and inclusive workplace, promoting equal opportunities for all.