As a member of the North American team, the Customer Service Vendor Senior Manager will be the main point of contact connecting diverse Beauty Maisons with a unique outsourced partner for Client Services. Your leadership will allow a best-in-class service level for all type of contacts to guarantee an optimized client satisfaction matching with the brand image of the Maisons.
PRINCIPAL DUTIES AND RESPONSIBILITIES: - Oversee client operations at the North America Customer Service Center supervising the Business Processing Outsourcer's (BPO) day-to-day activities and service delivery
- Steer transitions from project inception to operational stability, ensuring seamless integration into everyday functions
- Foster Maisons-BPO partnership, monitoring accessibility, operational excellence and sales achievements, evaluating performance metrics and setting high service standards
- Control and challenge capacity planning construction as well as workforce management optimization, regularly reviewing productivity, occupancy and planning arbitrations between channels/contact types/Maisons
- Cultivate synergy among Maisons through shared customer experience strategies that leverage group-wide digital advancements
- Pioneer multi-Maison initiatives like NPS benchmarking, mystery shopper programs and clienteling programs to enhance overall customer satisfaction
- Keep abreast with contact-center-as-a-service technologies such as Generative AI advisor assistance, automations for prompt treatment and omnichannel harmonization to elevate customer interaction thru smooth and efficient resolution
ENSURE CONSISTENT SERVICE EXCELLENCE: - Establish and maintain uniform service protocols across all Maisons in collaboration with internal teams and external partners
- Follow-up & coordinate action plan adoption by the BPO
- Utilize KPIs to monitor customer service delivery; undertake regular assessments for process optimization
- Coordinate Maisons tailoring of training modules for continuous improvement of team competencies
CROSS-FUNCTIONAL COLLABORATION: - Work hand-in-hand with Maisons Digital teams, Marketing, Sales, Operations, etc., aligning customer experience plans with overarching business objectives
- Act as an advocate for consumer needs within LVMH Beauty's ecosystem
- Collaborate with internal tech teams on solutions that amplify mutualization efforts between Maisons while industrializing client-focused technologies
SUPERVISION RECEIVED: The role reports directly to the Vice President of Transformation - Beauty Division North America.
A Bachelor's degree paired with significant experience in managing remote/digital complex customer services operated by a BPO, ideally within beauty or luxury industry. A master's degree would be advantageous.
The ideal candidate should possess:
- Leadership skills capable of animating cross-functional teams towards common goals
- Analytical project governance uses data and KPIs to steer multi-stream projects, resolve trade-offs, and ensure disciplined execution.
- Proven ability to lead complex projects while coordinating and aligning multiple Maisons and stakeholders
- Outstanding communication skills that establish rapport with both internal stakeholders and external partners
NOTE: This position's scope may evolve over time; adaptability is key as duties are subject to change based on business needs without notice.This job description is intended to cover the core accountabilities of the position and is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
LVMH Inc. uses the published salary range as a guideline to provide our employees with market competitive pay while allowing for flexibility to recognize and reward various levels of expertise, performance, and tenure.
While the published salary range is a good faith reflection of the targeted salary level for the position, LVMH Inc. reserves the right to pay outside of the published range of $140,000.00 - $170,000.00.
