Louis Vuitton Client Experience Manager

Louis Vuitton, a storied name in luxury fashion since 1854, is part of the esteemed LVMH group. As an employer, Louis Vuitton is renowned for its commitment to excellence and innovation, offering a dynamic environment where creativity and ambition are nurtured. The company is dedicated to fostering an inclusive workplace that values diversity and equal opportunity, actively supporting the employment of individuals with disabilities.

1. Define and oversee the strategy for the 'Voice of the Customer' (VoC) program, identifying optimal feedback channels.
2. Collect, analyze, and interpret VoC data to extract valuable customer insights, identifying friction points and improvement opportunities across customer journeys.
3. Develop reports and dashboards, providing strategic and operational recommendations to top management and various departments.
4. Propose and implement innovative solutions to enhance the customer experience.
5. Provide strategic framework and leadership in developing omnichannel customer experiences and journeys.
6. Act as a client experience ambassador, promoting a customer-centric culture across departments such as Marketing, Retail, Digital, Operations, Clienteling, and Customer Service.
7. Collaborate with cross-functional teams to map and optimize existing customer journeys and co-create new experiences around key engagement moments.
8. Conduct workshops, training sessions, and cross-functional workgroups to raise awareness of the importance of customer experience.
9. Lead end-to-end customer experience improvement projects, ensuring stakeholder coordination, adherence to timelines, budgets, and Louis Vuitton's standards of excellence.

1. Bachelor's degree in Business Administration or equivalent; Master's degree preferred.
2. Minimum of 10 years of experience in similar roles with expertise in 'Voice of the Customer' programs and cross-functional project management, ideally within the luxury sector.

1. Strong analytical skills with the ability to transform raw data into actionable insights.
2. Strategic vision with a strong user and business orientation.
3. Excellent project management skills with proven ability to work cross-functionally and mobilize multidisciplinary teams (Agile methodology knowledge preferred).
4. Exceptional communication skills.
5. Proficiency in essential office tools (Excel, PowerPoint, VoC platforms).
6. Fluency in French and English, both written and spoken.
7. Sensitivity to the luxury industry, embodying excellence, rigor, attention to detail, and creativity.

Minimum 10 years of experience in similar roles with expertise in 'Voice of the Customer' programs and cross-functional project management, ideally within the luxury sector.

Bachelor's degree in Business Administration or equivalent; Master's degree preferred.

Employees benefit from working in the heart of Paris, personalized HR support throughout their careers, and the opportunity to grow within a company that values excellence and innovation.

Louis Vuitton fosters a culture of excellence and innovation, encouraging employees to embark on a journey of personal and professional growth. The company promotes a customer-centric approach and values diversity and inclusion, ensuring a supportive and dynamic workplace.