Customer Service Vendor, Senior Manager
LVMH Perfumes & Cosmetics•New York, NY
•$140,000 - $170,000
About The Position
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.
Requirements
- 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.
- 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
Nice To Haves
- A master’s degree would be advantageous.
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
- 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
- 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
Benefits
- All your information will be kept confidential according to EEO guidelines.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
