Louis Vuitton Customer Service Performance & Workforce Management Manager

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Location
TokyoTokyoJapan
Posted
Apr 15, 2025

About Louis Vuitton

Louis Vuitton, a prestigious name in luxury fashion, is part of the LVMH Group, a global leader in high-quality products. Known for its timeless elegance and innovation, Louis Vuitton offers a dynamic work environment that fosters creativity and excellence.

Join Louis Vuitton in Tokyo as a Customer Service Performance & Workforce Management Manager. Leverage expertise in workforce management and data analysis to optimize client services.

Role & Responsibilities

  • Conduct call and sales forecasting based on various factors such as new product launches, promotions, PR activities, seasonality, and recent trends.
  • Develop optimal schedules for a team of approximately 60 FTEs, including outsourced resources, based on call/sales forecasts.
  • Estimate mid-term FTE requirements based on workload forecasts.
  • Monitor call forecast accuracy, schedule fill rate, and sales forecast accuracy.
  • Oversee client advisor staffing and compliance with status codes.
  • Regularly monitor contact-related KPIs such as occupancy rate, handled call rate, and call per hour cost to maximize productivity and efficiency.
  • Analyze sales and service performance results, identify issues, and communicate findings to the management team.
  • Collaborate with management to develop action plans to improve sales/service-related KPIs.
  • Prepare and update regular reports with clear judgments against KPI targets.
  • Support daily analysis for team managers and prepare presentations and other materials demonstrating analysis results.
  • Perform additional ad-hoc analysis and responsibilities as needed.

Qualifications

  • Advanced proficiency in Japanese, both written and spoken.
  • Ability to communicate effectively in a professional setting.

Skills

Supportive mindset Logical thinking and analytical skills Proficiency in Office Tools (Excel, Access, PowerPoint) Experience with Business Intelligence Tools (Power BI, Cognos, BW) Familiarity with Contact Center Management Tools (Telephony, CRM, ERP systems) Excellent verbal and written communication skills Team player with the ability to build professional relationships

Experience

Minimum of 5 years in a call center environment, focusing on workforce management, data analysis, and reporting. Experience in retail sales call centers or TV shopping industries is advantageous.

Workplace

This position is based in Tokyo, Tokyo, Japan.

Benefits

Louis Vuitton offers a comprehensive benefits package, including opportunities for career advancement within the LVMH Group.

Culture

The culture at Louis Vuitton is one of innovation, excellence, and collaboration. Employees are encouraged to express their creativity and contribute to the brand's legacy of luxury and quality. The work environment is dynamic and supportive, fostering professional growth and development.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.