LVMH Perfumes & Cosmetics CX Assistant Manager

Seoul • South Korea

Thursday, May 8, 2025

LVMH Perfumes & Cosmetics, a prestigious division within the LVMH Group, represents a collection of iconic brands renowned for their excellence and innovation in the beauty industry. As an employer, LVMH is committed to fostering a culture of creativity, diversity, and professional growth, offering unparalleled opportunities for career advancement within the luxury sector.

1. Oversee and support the team in delivering timely, professional, and accurate responses to customer inquiries across various channels, including phone, email, Kakao, Naver, and e-Retail platforms.
2. Ensure customer claims and escalations are handled according to CX policies and brand guidelines, maintaining service excellence.
3. Act as a key point of contact during peak periods, handling critical or sensitive customer cases and guiding the team through complex situations.
4. Guide the team in assessing case details, making reimbursement decisions, and resolving critical customer escalations with sound judgment.
5. Proactively monitor incoming cases for high-risk or sensitive issues, escalating to legal, PR, or communications teams when necessary.
6. Maintain and update response templates, SOPs, and product-related documentation for consistency and accuracy.
7. Lead and support a team of CX professionals, fostering a collaborative, high-performing environment.
8. Provide coaching, mentorship, and feedback to enhance team skills and performance.
9. Assist the CX Manager in maintaining team stability by addressing workload imbalances and identifying development opportunities.
10. Ensure team members follow best practices and consistently meet KPIs related to customer service performance.
11. Assist the CX Manager with project-based tasks and cross-functional collaboration.
12. Coordinate with internal teams to address customer-impacting issues and drive process improvements.
13. Take ownership of team-wide VOC reporting or CX training content development.
14. Serve as Acting CX Manager during extended absences, ensuring team continuity and alignment.
15. Regularly analyze VOC data and generate actionable reports, identifying trends and opportunities for improvement.
16. Provide actionable insights to improve internal processes and share findings with cross-functional teams and leadership.
17. Support the onboarding and training of new CX team members and Beauty Consultants.
18. Lead regular follow-up sessions on key KPIs to ensure continuous improvement in customer service performance.

1. 7+ years of experience in customer service, preferably in luxury, retail, or cosmetics industries.
2. Proven ability to manage, motivate, and stabilize a team in a fast-paced, high-pressure environment.
3. Strong collaboration and interpersonal skills, with the ability to lead cross-functional teams.
4. Excellent written and verbal communication and negotiation skills.
5. Demonstrated problem-solving skills in managing complex customer-related processes.
6. Advanced proficiency in Excel and PowerPoint.
7. Professional-level English communication skills.
8. Familiarity with customer service platforms such as Salesforce Service Cloud is a plus.

1. Customer service management
2. Leadership and team management
3. Cross-functional collaboration
4. Communication and negotiation
5. Problem-solving
6. Data analysis and reporting
7. Process improvement
8. Training and development

Minimum of 5 years in customer service, with a preference for experience in luxury, retail, or cosmetics industries.

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

LVMH fosters a dynamic and inclusive workplace culture that values creativity, innovation, and excellence. Employees are encouraged to pursue professional growth and development opportunities within a supportive and collaborative environment.