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.
What We Do
LVMH is the world leader in luxury.
A family group founded in 1987 and headed by Chairman and CEO Bernard Arnault, LVMH is now home to 75 iconic Maisons, which embody a distinctive art de vivre blending heritage and modernity. With reported sales of 79.2 billion euros in 2022 and 5600 stores around the world, we are the only group present in all major sectors of the luxury industry: Wines & Spirits, Fashion & Leather Goods, Perfumes & Cosmetics, Watches & Jewelry, Selective Distribution.
Our long-term vision, entrepreneurial spirit and constant search for new solutions set us apart. The success of our Group is only possible thanks to our employees: 196,000 passionate and committed women and men, representing 190 nationalities, work in our studios, workshops, wineries, factories, offices and boutiques all around the world. Their talent and their diversity are our strength.
Being part of LVMH means being continuously inspired by our heritage, creativity and sense of the collective. We have exceptional stories to share and an unrivalled legacy to pass on to future generations.
Being part of LVMH means being challenged. We set ambitious paths to excellence by continuously pushing the boundaries, raising our standards and renewing ourselves to ensure the long-term development of our Maisons.
Being part of LVMH means belonging to one of the world’s most creative and innovative communities. We foster collaborations that enable our people to enrich their knowledge, grow their network and share their passions.
Being part of LVMH means being supported in an inclusive and diverse workplace, where all voices are heard and each talent is given the means to thrive.
In 6 different industries, across 81 countries, LVMH and its Maisons are committed to exemplary ethics, social and environmental responsibility. We strive to ensure that our products and the way they are made have positive impact on our entire ecosystem and on our host communities.
At LVMH, we craft the future.
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