Poste
This position will lead and drive service excellence to clients by enabling timely fulfillment of enquiries, sales and services from Louis Vuitton, with exceptional level of quality; whilst guiding and coaching the team.
He/She will also be expected to drive sales, productivity, and efficiency within the team bringing customised experiences to all clients through resourceful and innovative solutions.
Missions
Operational Excellence
Oversee daily team operations to meet all performance and service KPIs, including:
Sales targets
Omni-channel contact handling (75% inbound, 50% outbound)
Clienteling
SLA compliance
Service quality & productivity
Regulatory compliance (e.g., personal data handling)
Allocate responsibilities based on specialization and performance goals.
Ensure exceptional service across all channels (calls, emails, social media, chat) within defined handling times.
Consistently meet/exceed goals for sales, productivity, and client satisfaction.
Coach Client Advisors (CAs) to:
Understand client needs
Recommend relevant products
Cross/upsell effectively
Conduct personalized outreach using styling tools (e.g., wardrobing)
Guide team in using tools to anticipate needs and resolve client issues at first contact.
Act as escalation point for complaints and complex cases, ensuring timely resolution.
Ensure readiness for contingency scenarios and maintain team availability.
Be well-versed in all operational processes and provide guidance as needed.
Continuously identify and implement efficiencies to improve team performance.
Drive launches, campaigns, and initiatives to boost sales, client recruitment, and retention in alignment with business targets.
Deliver operational reporting and analysis to Senior Manager CSC (e.g., traffic trends, feedback, productivity).
Service Excellence
Collaborate with the Senior Manager CSC to design and implement strategies that elevate digital and service standards.
Work with the Client Experience Manager to manage complaints, ensuring RCA and corrective actions are in place to drive performance.
Conduct a minimum of 3 QA audit calls per CA monthly and provide documented feedback.
Lead by example to instill a high-quality service culture aligned with the Louis Vuitton standard.
Ensure VOICE and other service quality metrics are consistently met.
Handle escalations with clients and stores professionally and promptly.
People Excellence
Conduct regular 1:1 coaching sessions to support and develop team members using structured performance management tools.
Create development plans that empower high performers and support those needing improvement.
Lead and motivate the team, fostering a culture of support, growth, and results.
Other Duties
Support projects and additional tasks as assigned by Management.
