Louis Vuitton Team Manager, Client Services

Louis Vuitton, a prestigious maison under the LVMH conglomerate, is renowned for its unparalleled craftsmanship and innovative spirit in the luxury fashion industry. As an employer, Louis Vuitton offers a dynamic and inclusive environment that fosters professional growth and excellence, aligning with the broader values of LVMH in nurturing talent and creativity.

1. Oversee daily team operations to achieve performance and service KPIs, including sales targets and omni-channel contact handling.
2. Allocate responsibilities based on specialization and performance goals.
3. Ensure exceptional service across all communication channels within defined handling times.
4. Consistently meet or exceed goals for sales, productivity, and client satisfaction.
5. Coach Client Advisors to understand client needs, recommend products, and conduct personalized outreach.
6. Guide the team in using tools to anticipate needs and resolve client issues at first contact.
7. Act as escalation point for complaints and complex cases, ensuring timely resolution.
8. Ensure readiness for contingency scenarios and maintain team availability.
9. Continuously identify and implement efficiencies to improve team performance.
10. Drive launches, campaigns, and initiatives to boost sales, client recruitment, and retention.
11. Deliver operational reporting and analysis to Senior Manager CSC.
12. Collaborate with Senior Manager CSC to design and implement strategies that elevate digital and service standards.
13. Conduct quality assurance audits and provide documented feedback.
14. Lead by example to instill a high-quality service culture aligned with the Louis Vuitton standard.
15. Conduct regular coaching sessions to support and develop team members.
16. Create development plans to empower high performers and support those needing improvement.
17. Lead and motivate the team, fostering a culture of support, growth, and results.
18. Support projects and additional tasks as assigned by Management.

1. Minimum of 5 years of team management experience.
2. Proven experience in driving sales and client experience within an omni-channel call-center environment serving high net worth or affluent customers.
3. Self-motivated and result-oriented with good business acumen.
4. Ability to thrive in ambiguity and be an agent of change.
5. Excellent communication skills, able to work with people at all levels, nationalities, and personalities.
6. Strong problem-solving skills with an innovative mindset.
7. Ability to function independently while anticipating and reacting to frequently changing business and operating climate.
8. Demonstrated track record in motivating and coaching staff to maximize their individual potential.
9. Working knowledge of MS Office applications.

1. Leadership and team management
2. Sales and client experience enhancement
3. Omni-channel communication
4. Problem-solving and innovation
5. Communication and interpersonal skills
6. Coaching and development
7. Operational efficiency
8. Quality assurance

Minimum 3 years of experience in a similar role, preferably within the luxury segment.

The role offers a comprehensive benefits package, including opportunities for professional development and career progression within the esteemed LVMH group.

Louis Vuitton fosters a culture of excellence, innovation, and inclusivity, encouraging employees to thrive in a supportive and dynamic environment. The company values creativity and collaboration, aligning with LVMH's commitment to nurturing talent and promoting diversity.