Louis Vuitton Senior Client Experience Manager

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 is hiring a full-time, permanent Senior Client Experience Manager in Irving, Texas, to lead Team Managers and client service teams, drive business and service KPIs, and elevate clienteling and the client experience. The role oversees team development, performance, recruitment, policy adherence, client service standards, and the integration of new technologies and workflows. Salary is $115,000–$130,000 per year, with a comprehensive benefits package, career development opportunities, and industry-leading training.

Role & Responsibilities

• Lead and support Team Managers responsible for groups of Client Advisors handling client contacts by phone, email, chat, and social media.
• Supervise Team Managers, each responsible for a team of 12–15 Client Service Advisors, and proactively improve performance, sales, and contests.
• Master Louis Vuitton’s brand and product knowledge; stay current on product, company, and department initiatives through relevant Client Services Center and department training and self-led learning.
• Stay informed about Client Development priorities and vision to support seamless collaboration.
• Lead by example and work alongside direct reports to achieve objectives and address performance opportunities.
• Set individual and team goals, assess performance proactively, and manage it against expectations.
• Collaborate with Training and Client Development teams on new products, clienteling, and applicable training.
• Create a positive, harmonious work environment and build strong team spirit.
• Ensure adherence to Louis Vuitton and Client Services policies and procedures, partnering with senior management and Human Resources on discrepancies.
• Directly lead outbound and sales-focused managers and provide additional coverage for Team Managers during extended absences, vacancies, or other situations requiring support.
• Attract, recruit, and retain a high-performing team in partnership with Talent Acquisition.
• Engage clients to foster relationships and support clienteling and Client Development efforts.
• Promote a client-centric mindset and consistently deliver high-standard service, including phone quality, timely complaint resolution, product awareness, and store relations, in line with the Quality Client Service Pillars, Louis Vuitton Etiquette, and the Louis Vuitton Selling Ceremony.
• Exercise managerial courage in complex client situations and explore creative solutions that benefit clients and the brand.
• Contribute as a team player to activities that support the overall objectives of the Client Services Center.
• Use strategic initiatives with partners at multiple levels to advance quantitative and qualitative KPIs and deliver an exceptional client experience.
• Develop, mentor, and refine team selling and service behaviors.
• Integrate new technologies and workflows into existing business practices and communicate these strategies clearly throughout the organization.

Qualifications

• At least 6 years in a similar role leading others, preferably in a client-centric environment such as retail, luxury retail, digital selling, or hospitality management.
• Strong grasp of business metrics and ability to strategize sales and business performance, identify trends and opportunities, and develop strategic action plans.
• Proven record of developing highly successful teams.
• Strong business intuition; highly analytical, with the ability to present and advance ideas.
• Excellent written and verbal communication skills.
• Very proficient in Excel, PowerPoint, and Microsoft Office Suite applications.
• Ability to learn quickly and sustain high performance in a fast-paced environment.
• Excellent organization and effective time-management skills.
• Proactive, solution-oriented, detail-oriented self-starter able to work with minimal supervision.
• Exceptional interpersonal skills, ability to interact with all organizational levels, build rapport with clients and peers, and follow up effectively.
• Composure under pressure and ability to de-escalate calls.
• Ability to handle multiple tasks simultaneously.
• Technically adept and able to use multiple systems simultaneously, up to 14 at a time, while navigating systems, speaking with a client, and building a conversation.
• Resourcefulness and initiative in continuously building product and systems knowledge.
• Motivation to exceed desired outcomes and results.

Skills

Experience

At least 6 years in a similar role leading others, preferably in a client-centric environment such as retail, luxury retail, digital selling, or hospitality management.

Workplace

Compensation

The base compensation for this position ranges from USD 115,000 to USD 130,000 per annum.

Benefits

Comprehensive benefits package, local and global career development opportunities, and industry-leading training.

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.