Customer Experience Manager

Company Description

LVMH Beauty's activities benefit from exceptional dynamism that relies on both the longevity and development of key lines, and on the boldness of new creations.

All are driven by the same values: a quest for excellence, creativity, innovation, and perfect mastery of their image.

The brands cultivate what makes them unique and are guaranteed to make them stand out in a highly competitive global market. The success of the LVMH Beauty Division depends on finding the right balance between major historic Houses, such as Parfums Christian Dior, Parfums Givenchy, Acqua di Parma, Guerlain, and newer brands with strong potential like Kenzo Parfums, Fresh, and Make Up For Ever.

LVMH Beauty invites you today to join its North America teams.

LVMH Beauty is part of the LVMH Group.

Job Description

As a member of the North American team, the Customer Experience Manager will forge robust foundations and drive customer experience expertise across our diverse Beauty Maisons. Your leadership will champion a shift towards direct-to-consumer engagement and ensure we uphold our customer-centric ethos across all channels.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Oversee operations at the North America Customer Service Center in collaboration with Business Processing Outsourcers (BPO)
• Steer transitions from project inception to operational stability, ensuring seamless integration into everyday functions
• Foster Maison-BPO relations, monitoring sales performance, evaluating performance metrics and setting high service standards
• Cultivate synergy among Maisons through shared customer experience strategies that leverage group-wide digital advancements
• Pioneer multi-Maison initiatives like NPS benchmarking and mystery shopper programs to enhance overall customer satisfaction
• Keep abreast with e-commerce tools & trends such as virtual try-on (VTO), online reservations, and live streaming events to elevate customer interaction

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 plans adoption by BPO
• Utilize KPIs to monitor customer service delivery; undertake regular assessments for process optimization
• Coordinate Maisons tailoring of training modules tailored 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 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.

Qualifications

The ideal candidate should possess:

• 5-7 years of significant experience in managing customer services within beauty or luxury retail is essential
• Leadership skills capable of animating cross-functional teams towards common goals
• Outstanding communication skills that establish rapport with both internal stakeholders and external partners
• An analytical approach toward leveraging data insights for strategic decision-making
• Competence in managing concurrent projects while nurturing relationships across multiple Maisons
• Advanced proficiency in Excel

NOTE: This position's scope may evolve over time; adaptability is key as duties are subject to change based on business needs without notice.

Additional Information

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.

All your information will be kept confidential according to EEO guidelines.

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 $115,000-$125,000.