Louis Vuitton Resolution Advisor

About Louis Vuitton

Founded in Paris in 1854, Louis Vuitton stands among the world’s most emblematic luxury maisons, renowned for exceptional craftsmanship, innovation, and the art of travel. As an employer, the Maison offers a distinctive environment where heritage and modernity meet, inviting talents to contribute to a global culture of excellence across retail, design, craftsmanship, client experience, operations, and corporate functions. Louis Vuitton values curiosity, precision, creativity, and entrepreneurial spirit, supporting employees through international opportunities, learning pathways, and a strong commitment to savoir-faire. Its teams are united by a shared ambition to craft enduring desirability and deliver exceptional experiences worldwide.

Louis Vuitton seeks a Resolution Advisor to manage complex client escalations and service recovery cases within the Client Services team. This role requires a calm, solutions-driven professional to de-escalate sensitive situations, draft brand-appropriate communications, and collaborate cross-functionally to resolve issues while protecting client experience and brand integrity. Reporting to the Digital Resolutions Manager, the successful candidate will identify trends, apply sound judgment, and maintain operational excellence across case management and documentation.

Role & Responsibilities

• Manage complex and high-visibility client escalations across channels, including executive-level complaints and sensitive service recovery cases, assessing risk and determining resolutions aligned with Louis Vuitton standards
• De-escalate concerns with professionalism and empathy, taking ownership of sensitive situations and balancing client satisfaction with business needs and brand integrity
• Draft clear, thoughtful, and brand-appropriate written communications for escalated cases, including responses to formal external complaint channels, while accurately documenting all case details and decisions
• Apply strong judgment and discretion when evaluating exceptions and navigating complex scenarios, partnering with internal stakeholders to ensure resolutions are consistent and well-supported
• Collaborate across client services, retail, digital, logistics, repairs, and leadership teams to investigate issues, align on next steps, and remove barriers to resolution
• Identify recurring issues, escalation drivers, and service gaps; share insights with leadership to support coaching, process improvement, and strengthened client experience
• Maintain accurate case records, support audits and reporting, participate in calibration sessions, and contribute to team goals through strong organization and attention to detail

Qualifications

• Minimum 3 years of experience managing escalated customer or client concerns
• Proven experience in a luxury, retail, hospitality, e-commerce, or high-touch service environment
• Experience handling formal complaint channels or executive escalations strongly preferred
• Excellent verbal and written communication skills with ability to craft polished, empathetic responses
• Strong critical thinking and decision-making skills with ability to assess case nuance and apply policy appropriately
• High emotional intelligence, patience, discretion, and professionalism
• Strong attention to detail and ability to work across multiple systems and case management tools
• Ability to balance client recovery with business priorities and brand protection

Skills

Experience

Minimum 3 years of experience managing escalated customer or client concerns, ideally in a luxury, retail, hospitality, e-commerce, or high-touch service environment. Experience handling formal complaint channels or executive-level escalations is strongly preferred.

Workplace

Compensation

The base compensation for this position is USD 23 per hour.

Benefits

Medical, dental, and vision coverage; short- and long-term disability; paid time off programs; employee discounts and perks; two employer-contributed retirement plans

Culture

Louis Vuitton fosters a culture rooted in heritage, craftsmanship, and a relentless pursuit of excellence, where employees contribute to one of the world’s most iconic luxury maisons. Its workplace environment combines creativity, precision, and international collaboration, offering teams the opportunity to grow within a brand that values innovation, client experience, and long-term savoir-faire.

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.