Louis Vuitton Customer Solutions Specialist

About Louis Vuitton

Louis Vuitton is a leading maison within the LVMH group, recognised globally for its craftsmanship, heritage and innovation in luxury fashion and leather goods. As an employer, the brand blends artisanal savoir‑faire with large‑scale digital transformation initiatives, offering cross‑functional roles that bridge creative excellence and advanced client‑facing technology.

Role & Responsibilities

• Implement, evolve and provide day‑to‑day (RUN) support for Louis Vuitton’s client service information systems that enable order‑on‑behalf, omnichannel contact points (call, email, chat), CRM and client data management across Japan.
• Act as the primary liaison with local business teams to identify and resolve issues, collect and validate enhancement requests, and autonomously customise solutions in collaboration with development teams.
• Coordinate with LV_NEO HQ for core enhancement setups, development cycles and global solution support, ensuring alignment with global standards and regional requirements.
• Provide critical operational support for commercial and non‑commercial activities, including Client Services, Digital Retail and offsite events that rely on digital services.
• Ensure solutions comply with applicable data protection and privacy regulations (e.g., PIPL, GDPR) and local privacy policies while maintaining high standards of client data governance.
• Work with cross‑regional technical and application support teams (APAC, EU, US) and external vendors for infrastructure, telephony and payment integrations.
• Contribute to continuous improvement of team capabilities by collaborating with Customer Solutions colleagues on both technical and soft‑skill enhancements.

Qualifications

• Minimum of three years’ hands‑on experience building and managing contact centre / call centre solutions, with demonstrable experience in Salesforce implementations (Sales Cloud, SFB2C, Salesforce Core).
• Practical experience managing payment service integrations (credit card workflows, instalments, bank transfer, cash on delivery and alternative payments such as PayPay, Rakuten Pay, Paidy, Pay‑easy, Apple Pay, Google Pay).
• Proven ability to work closely with Client Services, Digital Retail and Client Development teams to translate business needs into technical requirements.
• Strong troubleshooting capability, including analysis of system logs and incident diagnosis.
• Business‑level fluency in Japanese and English, with excellent communication and presentation skills in both languages.
• Customer‑centric mindset and demonstrated ability to build effective relationships across multiple teams and cultures.
• Preferred: experience with integration platforms (Mulesoft), LINE API, Open Search, telephony integrations such as Genesys, omni‑channel B2C retail environments, and project management / collaboration tools (Confluence, Jira, Xray).

Skills

Experience

Minimum three years of practical experience implementing and supporting call‑centre/CRM solutions and related integrations within a B2C or retail environment, with hands‑on Salesforce exposure.

Education

Bachelor’s degree in Information Systems, Computer Science, Business Administration or equivalent professional experience in digital client solutions.

Workplace

Culture

Louis Vuitton fosters a high‑performance, client‑centric culture that blends centuries‑old craftsmanship with modern digital innovation. Teams operate internationally and cross‑functionally, valuing excellence, discretion and collaborative problem solving within a fast‑moving luxury environment.

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.