LVMH Perfumes & Cosmetics Customer Service Vendor Manager

New York • USA

Friday, June 20, 2025

LVMH Perfumes & Cosmetics, a prestigious division of the LVMH Group, stands as a beacon of luxury and innovation in the beauty sector. As part of the world's leading luxury goods conglomerate, LVMH Perfumes & Cosmetics offers an unparalleled working environment where creativity and excellence are at the forefront. Employees are immersed in a culture that values diversity, encourages professional growth, and fosters a spirit of collaboration across its numerous iconic Maisons.

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

1. Leadership and team management
2. Strategic thinking and analytical skills
3. Excellent communication and interpersonal skills
4. Project management
5. Familiarity with contact-center-as-a-service technologies

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

LVMH Inc. offers a competitive salary range of $115,000-$125,000, with flexibility to recognize and reward various levels of expertise, performance, and tenure.

Comprehensive benefits package including health insurance, retirement plans, and employee discounts on luxury products.

LVMH Perfumes & Cosmetics fosters a dynamic and inclusive workplace culture that emphasizes innovation, collaboration, and excellence. Employees are encouraged to pursue professional growth and contribute to the brand's legacy of luxury and creativity. The company values diversity and is committed to creating an environment where every team member can thrive.