Louis Vuitton Care Retail Experience Project Manager

Louis Vuitton, a prestigious brand under the LVMH conglomerate, has been synonymous with luxury and innovation since 1854. As an employer, Louis Vuitton is committed to fostering an inclusive and diverse workplace, promoting equal opportunities, and supporting individuals with disabilities. The brand encourages its employees to embark on a journey of personal and professional growth, contributing to a legacy of excellence and creativity.

1. Lead the design, development, and deployment of the new Care Ceremony across global stores, ensuring a seamless omnichannel experience.
2. Identify business needs and develop innovative solutions that integrate both customer-facing and internal processes, including repair tracking and logistics.
3. Implement tools, oversee user acceptance testing, and provide post-deployment support.
4. Map and optimize customer journeys around key Care service moments, incorporating clienteling strategies to enhance loyalty and engagement.
5. Ensure a cohesive omnichannel Care experience across physical and digital touchpoints.
6. Define and implement a scalable global Care model tailored to store typologies, with dedicated spaces, skills, and integrated services.
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 foster 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, utilizing Agile methodology.
11. Supervise developments in collaboration with LV Neo and other departments, ensuring feature coherence and schedule adherence.
12. Define testing strategy, oversee test case preparation and execution with QA Leads and business stakeholders.
13. Organize and support the deployment phase with LV Neo and local teams, including creating materials, training, and ambassador network facilitation.
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 a plus.
6. Strong interest in information systems and excellent command of Agile methodology.
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 enhancement
3. Clienteling strategy development
4. Agile methodology
5. Cross-functional collaboration
6. Stakeholder management
7. Analytical and strategic thinking
8. Communication and presentation skills
9. Proficiency in office software

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

Louis Vuitton offers a dynamic work environment with opportunities for personal and professional development within a globally recognized luxury brand.

Louis Vuitton's workplace culture is characterized by a commitment to excellence, innovation, and inclusivity. Employees are encouraged to explore their unique talents and contribute to the brand's legacy of luxury and creativity.