LVMH Perfumes & Cosmetics Customer Service Vendor Manager

New York • USA

Thursday, April 3, 2025

LVMH Perfumes & Cosmetics, a distinguished division of the LVMH Group, is renowned for its exquisite portfolio of luxury brands. As a leader in the global luxury market, LVMH offers unparalleled opportunities for professional growth and development. The company is committed to fostering a dynamic and inclusive work environment where innovation and creativity thrive.

1. Oversee client operations at the North America Customer Service Center, supervising the Business Processing Outsourcer's (BPO) day-to-day activities and service delivery.
2. Steer transitions from project inception to operational stability, ensuring seamless integration into everyday functions.
3. Foster partnerships between Maisons and BPO, monitoring accessibility, operational excellence, and sales achievements, while evaluating performance metrics and setting high service standards.
4. Control and challenge capacity planning construction as well as workforce management optimization, regularly reviewing productivity, occupancy, and planning arbitrations between channels/contact types/Maisons.
5. Cultivate synergy among Maisons through shared customer experience strategies that leverage group-wide digital advancements.
6. Pioneer multi-Maison initiatives like NPS benchmarking, mystery shopper programs, and clienteling programs to enhance overall customer satisfaction.
7. Keep abreast with contact-center-as-a-service technologies such as Generative AI advisor assistance, automations for prompt treatment, and omnichannel harmonization to elevate customer interaction through smooth and efficient resolution.
8. Establish and maintain uniform service protocols across all Maisons in collaboration with internal teams and external partners.
9. Utilize KPIs to monitor customer service delivery; undertake regular assessments for process optimization.
10. Coordinate Maisons tailoring of training modules for continuous improvement of team competencies.
11. Work hand-in-hand with Maisons Digital teams, Marketing, Sales, Operations, etc., aligning customer experience plans with overarching business objectives.
12. Act as an advocate for consumer needs within LVMH Beauty's ecosystem.
13. Collaborate with Tech teams on solutions that amplify mutualization efforts between Maisons while industrializing client-focused technologies.

1. Significant experience in managing remote/digital complex customer services operated by a BPO, ideally within the beauty or luxury industry.

1. Leadership skills capable of animating cross-functional teams towards common goals.
2. Outstanding communication skills that establish rapport with both internal stakeholders and external partners.
3. An analytical approach toward leveraging data insights for strategic decision-making.
4. Competence in managing concurrent projects while nurturing relationships across multiple Maisons.

Minimum 5 years of experience in managing remote or digital complex customer services operated by a BPO, preferably within the beauty or luxury industry.

LVMH Inc. uses the published salary range as a guideline to provide market competitive pay while allowing for flexibility to recognize and reward various levels of expertise, performance, and tenure. The published salary range is $115,000-$125,000, but LVMH Inc. reserves the right to pay outside of this range.

LVMH offers a comprehensive benefits package, including health insurance, retirement plans, and employee discounts on luxury products.

LVMH fosters a culture of excellence, creativity, and innovation. The company values diversity and inclusivity, providing a supportive environment where employees are encouraged to grow and succeed. Collaboration across various Maisons is highly encouraged, promoting a sense of unity and shared purpose.