Louis Vuitton Digital Resolutions Manager

Louis Vuitton, a distinguished entity within the LVMH conglomerate, is renowned for its commitment to excellence and innovation in the luxury fashion industry. As an employer, Louis Vuitton values the uniqueness of each employee, fostering an environment where individuals can thrive and contribute to the brand's legacy of luxury and sophistication. The company is dedicated to promoting professional equality and inclusivity, offering extensive career development opportunities and industry-leading training to its workforce.

1. Supervise, coach, and develop a team of up to 15 Resolution Advisors to ensure commitment to KPI targets.
2. Manage and prioritize sensitive client escalations with discretion and professionalism, adhering to luxury brand standards.
3. Conduct in-depth investigations and analyses of intricate client problems to understand the full scope of issues and their implications for brand reputation.
4. Set individual and team goals, manage performance, and foster a harmonious work environment.
5. Monitor schedule adherence and communicate discrepancies to senior management and Human Resources.
6. Attract, recruit, and retain a high-performing team in conjunction with the Talent Acquisition team.
7. Conduct thorough root cause analysis of escalated issues to identify systemic issues and drive continuous improvement.
8. Track key escalation metrics and prepare insightful reports for senior management.
9. Develop and implement bespoke, high-touch resolution strategies tailored to the luxury clientele.
10. Collaborate with relevant departments to implement long-term solutions and process refinements.
11. Contribute to the development of training materials and best practices for luxury protocols.
12. Act as a liaison between high-value clients and internal teams to ensure seamless problem-solving.

1. BA/BS in Business Administration, Communications, Hospitality Management, or a related field.
2. 5+ years in a high-touch client service or client relations role, with 4+ years in escalation or resolution management within the luxury sector.

1. Proven ability to manage and resolve complex, high-stakes client issues with discretion and efficiency.
2. Proficiency in CRM systems (Salesforce) and contact center platforms (Genesys).
3. Exceptional verbal and written communication skills.
4. Superior interpersonal skills to build rapport and trust with discerning clients and high-level internal stakeholders.
5. Composed, professional, and empathetic demeanor under pressure.
6. Excellent problem-solving, analytical, and critical thinking skills with attention to detail.
7. Ability to work autonomously and collaboratively within a dynamic, fast-paced luxury environment.

Minimum 5 years in a high-touch client service or client relations role, with 4+ years in escalation or resolution management within the luxury sector.

BA/BS in Business Administration, Communications, Hospitality Management, or a related field.

The position offers a generous benefits package, unparalleled career development opportunities both locally and globally, and industry-leading training.

Louis Vuitton fosters a culture of inclusivity and professional equality, encouraging employees to find their place and prosper within the company. The brand is committed to meaningful strategies that craft an inclusive workforce, going beyond symbolic measures to ensure a supportive and dynamic work environment.