CLIENT SERVICE TEAM MANAGER - France & Benelux
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CLIENT SERVICE TEAM MANAGER - France & Benelux

LVMH

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CLIENT SERVICE TEAM MANAGER - France & Benelux

About the job



Position

As a Client Service Team Manager for Louis Vuitton’s European Client Service Center, you will report into the Director and be responsible for overseeing the French & Dutch speaking markets (France, Monaco, Belgium, Luxembourg, Switzerland, Netherlands) be an ambassador of the Brand. You will take ownership to lead and coach a team of 3 Assistant Managers and 45-60 Advisors and proactively foster the achievement of sales goals and ensure that the highest level of Client experience is delivered. You will be responsible to recruit and build highly motivated teams, develop them to the next level and secure succession plans.

TEAM MANAGEMENT & DEVELOPMENT
  • Develop Managers and Client Advisors to ensure your team delivers the Louis Vuitton Promise to every Client, through demonstrating and modeling the 4 Louis Vuitton Attitudes (Empathy, Agility, Curiosity, Commercial mindset). 
  • Support the team with consistent coaching, identify their development and training needs, and part with the Training team to tailor individual action plans 
  • Identify, recruit and develop talents, secure succession plans in collaboration with the HR team
  • Set individual and team goals; proactively assess and manage performance against expectations
  • Manage and motivate the team to drive business: create a positive and harmonious work environment, foster cooperation within the team and between managers

CLIENT AND BUSINESS DEVELOPMENT
  • Supporting the business in achieving business objectives, projects, and initiatives (i.e. reporting, sales analysis, product training)
  • Support the team in building long term client relationships, leveraging the different clienteling tools 
  • Establish a Client-centric mindset to ensure the highest level of Client experience and proactively handle Client-related situations
  • Communicate and inspire the team on corporate strategy and relevant business information (animate morning briefings, trainings)
  • Proactively provide product recommendations and qualitative feedback based on local knowledge about the market and Client needs, leveraging expertise and knowledge within the team
  • Put in place action plans to boost business and maximize product performance, leveraging clienteling, training and team animation

PLANNING AND OPERATIONS
  • Manage on a daily basis the flow of inbound and outbound calls and make necessary adjustments
  • Act as a role model demonstrating leadership to the team, support them with their own sales and service levels, foster cross-selling 
  • Assist in dealing with client complaints, exchanges and enquiries, ensuring they are dealt with promptly and efficiently within the boundaries of our policies
  • Ensure policies, Brand standards, and guidelines are communicated and implemented
  • Support in staff planning (workforce management)


Profile

BASIC QUALIFICATIONS
10+ years management experience in a call centre or service environment, ideally within the luxury industry
Advanced MS Excel & Office suite skills
Proven comfort/experience communicating and influencing across job levels with both internal and external partners
Demonstrated ability to deal with ambiguity easily, solve for both service level problems and the challenges of minute-to-minute change
Excellent analytical and quantitative skills
Comfortable working in a diverse, multicultural and international business
Must be available to work shift patterns (earliest start 8am, latest finish 8pm) as well as weekends (Saturdays & Sundays) and Bank Holidays

LANGUAGES:
Trilingual fluency in written & spoken English, French and Dutch

Additional information

Upon joining, you will be provided two weeks of paid training and given the adequate tools to provide expert advice and guidance to all client inquiries. In addition, by joining Louis Vuitton, you will receive a generous benefits package, including but not limited to medical coverage, private retirement/insurance plan, employee referral bonus program, and employee discounts. You will have the opportunity to work with the most talented and inspirational leaders within the luxury market you will also have an opportunity to attend industry renowned training and have access to unparalleled career opportunities both within Louis Vuitton and the LVMH Group.

Working Hours: Please be advised that this will include evening shifts, as well as availability to work both weekends and public holidays.

Closed

CLIENT SERVICE TEAM MANAGER - France & Benelux

Brussels, Belgium

Full-time, Indefinite

Start Date:

Latest start date:

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