Senior Front Office
il y a 4 semaines
POSTE
Based in Brussels, this position is accountable for driving and managing Louis Vuitton’s Client Services Center (CSC) Front-Office, Performance and Training functions. This position has three main areas of responsibility including driving the overall commercial objectives & operational execution of the CSC, the delivery of service excellence and continuous improvement, and the People management & development. This role ultimately ensures that all client interactions within all channels are handled in line with the values and strategy of Louis Vuitton, thus further driving loyalty to the brand and maintaining and elevating our positioning within the luxury market space.
In Brussels, the CSC provides support to clients over 23 countries through:
- Inbound client calls relating to product information and availability (supporting eCommerce websites and Retail Stores), store location and hours of operation, assistance during online purchase experience
- outbound clienteling (with ambitious and defined sales goals) and campaign contacts
**Commercial & Operational Excellence**
- Define and ensure the implementation of the 360° Front-Office strategy: from budget and staffing allocation to training, from performance to resources optimization and from qualitative to quantitative achievements.
- Constantly developing and implementing initiatives which further optimizes business performance and client satisfaction for the CSC by reviewing and analyzing key indicators on an ongoing basis (weekly, monthly, and quarterly reports or business reviews)
- Working in collaboration with HO and retail partners to support and maintain a strong working relationship across all departments thus ensuring the CSC is updated and informed on all business information to support client services for both eCommerce and Retail Boutiques across all geographies
- Support and drive a culture of business excellence thus ensuring that all employees are fully informed, trained and supported in exceeding our clients’ expectations.
- Ensure volumes forecasts and planning requirements are built to manage regular and peak volume periods.
- Working with the Zone and Central HO, you pro-actively identify and manage the implementation of operations and process improvements, and take ownership about their deployment at the CSC
- Ownership of the account management with our BPO (Bluelink in Prague), from negotiation and definition of the needs to the impeccable execution of the contract as per the negotiated T&Cs.
**Service Excellence & Delivery**
- Ensure highest standards of client care is delivered & maintained in all aspects of the CSC function
- Manage client escalations and provide creative solutions for enhanced client experience.
- Have an in-depth appreciation and understanding of how to interact with clients across diverse languages & cultures
- Drive innovation to continuously adapt to changing expectations and exceed client expectations. To do so, you create a world class team recognized for:
- Handling multiple types of calls and needs store information, corporate information, product information, sales, repairs, returns, defective merchandise, dissatisfied clients, policy questions, etc.
PROFIL
**People Management & Development**
- Identify individual and team training needs and in collaboration with the Training Manager create and implement regular training sessions (onboarding, regular product training/updates, phone etiquette/quality, sales techniques, etc.). Partner with Training to ensure consistency across training and omni-channel approach
- Build and ensure a culture of diversity and inclusion and a strong team where everybody collaborates effectively and understand their shared goals and purpose
- As a People Leader, you attract and retain talent, develop their skills and boost their personal impact and effectiveness by regular coaching and continuous learning activities
- You foster a culture of engagement, immediate and courageous feedback and effective collaboration.
- 10 years of management experience, preferably gained in client service setting
- Experience of working within an in-house call center environment which supports a multi-channel & multi-product organization
- Previous retail experience in luxury retail or hospitality is a plus
- Fluent in English with outstanding written and verbal
- Ability to work full-time through a permanent contract
To make the difference and outperform the role, you display the below personality traits:
- You are a role model with a genuine leadership In this sense, you excel in motivating and engaging large & diverse teams, as well as coaching and guiding seasoned Team leaders.
- Your communication skills are inspiring and you know how bring people together and engage and inspire them under a meaningful vision and common purpose.
- You are a target & result orientated individual, holding tight under pressure and you display a consistent track record of business successes
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