LVMH Customer Service Vendor Senior Manager
- Employment
- Full-Time
- Seniority
- Senior
- Compensation
- $140,000–170,000/year
- Department
- Clienteling, CRM & VIP Relations
- Posted
- May 13, 2026
About LVMH
LVMH Beauty is the perfumes and cosmetics division of the LVMH Group, comprising both historic maisons and fast-growing newer brands. The division emphasizes creativity, product excellence and meticulous brand stewardship while adopting modern, data-driven approaches to client experience. As part of LVMH, the employer operates with a high-performance, cross-disciplinary mindset and a premium focus on craftsmanship and luxury positioning.
LVMH Beauty in New York seeks a Customer Service Vendor Senior Manager to oversee BPO operations and drive omnichannel client service for multiple Maisons.
Role & Responsibilities
- Serve as primary North America liaison between multiple Beauty Maisons and the outsourced Business Process Outsourcer (BPO), ensuring consistent service levels and brand-appropriate client interaction.
- Oversee day-to-day operations at the North America Customer Service Center, supervising BPO service delivery and resolving operational escalations.
- Lead transitions from project inception to operational stability, coordinating implementation plans and change management across Maisons and channels.
- Define, monitor and challenge capacity planning and workforce management; review productivity, occupancy and planning trade-offs across contact types and Maisons.
- Establish uniform service protocols and KPIs across Maisons; conduct regular performance assessments and implement process improvements.
- Sponsor multi-Maison initiatives such as NPS benchmarking, mystery shopper programmes and clienteling programmes to elevate customer satisfaction.
- Collaborate cross-functionally with Digital, Marketing, Sales and internal technology teams to align customer experience plans and industrialize mutualized client-focused solutions.
- Evaluate and recommend contact-center-as-a-service technologies (including Generative AI advisory tools, automations and omnichannel harmonization) to improve response times and resolution quality.
Qualifications
- Bachelor’s degree required; master’s degree or equivalent advanced degree preferred.
- Minimum five years’ experience managing complex, remote or digital customer-service operations delivered by a BPO, ideally within beauty or luxury sectors.
- Proven track record leading multi-stakeholder projects and steering cross-Maison initiatives to operational delivery.
- Demonstrated ability to use data and KPIs for governance, capacity planning and productivity optimisation.
- Exceptional communication and stakeholder-management skills, with experience liaising between brand teams and external vendors.
Skills
Experience
Minimum 5 years managing remote/digital customer-service operations delivered by a BPO, with proven experience in capacity planning, KPI-driven governance and multi-stakeholder project leadership; prior experience in beauty or luxury is strongly preferred.
Education
Bachelor’s degree required; master’s degree advantageous.
Workplace
The successful candidate will be located in New York, New York, USA.
Compensation
The base compensation for this position ranges from USD 140,000 to USD 170,000 per annum.
Culture
LVMH Beauty combines the heritage and savoir‑faire of iconic maisons with an entrepreneurial, innovation-driven workplace. The environment is collaborative and high-performing, with strong emphasis on brand stewardship, creativity and rigorous operational excellence across cross-functional teams.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like LVMH, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Senior Manager, Customer Service Outsourcing», «Head of BPO Customer Service Operations», «Senior Manager, Vendor & Client Experience», «Senior Manager, Customer Experience Vendor Relations», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.