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Client Service Manager Italy/spain @clientservice
il y a 19 heures
Poste
**About Us**: Louis Vuitton is a renowned luxury Maison globally celebrated for its timeless elegance and exceptional craftsmanship. At Louis Vuitton Services Europe, we are committed to providing unparalleled customer service experiences to our esteemed clientele across the EMEA region.
**Position Overview**: As a **Client Service Manager for **Louis Vuitton’s Client Service Europe Center, you will report into the Front Office Manager and be responsible for overseeing your markets: Italy, Spain and Portugal. You will take ownership to lead and coach a team of 3 Team Managers and around 30 Client Advisors to 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.
Missions
**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 partner 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**
- Lead the business in achieving all 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, team building ).
- Working the Regional HO, provide feedback and qualitative insights based on local knowledge about the market and Client needs, leveraging expertise and knowledge within the team.
- Design and implement action plans to boost business and maximize product performance, leveraging clienteling, training and team animation.
**PLANNING AND OPERATIONS**
- Supervise the daily flow of inbound and outbound contacts and suggest adjustments to maximize Client Satisfaction.
- Act as a role model providing leadership to the team, role modeling their sales and commercial skills while always ensuring the sophistication of the approach.
- Ensure a perfect treatment of 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.
**BUSINESS GROWTH**
- Manage day-to-day and analyses for Client Service & stores activities, ensuring high-quality presentations by following the market trends in online marketing.
- Optimise sales through product display, marketing onsite, online, and cross-channel, and customer service to achieve overall business goals.
- Establish and implement action plans in cooperation with partner teams (clienteling, merchandising, communications) to develop sales for each product category and clientele (web/mobile/CSC/multichannel).
- Define, implement and monitor sales forecasts and targets.
Profil
- 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) and exceptionally on weekends or Bank Holidays.- Fluent in written & spoken Italian and English, Spanish is a plusInformations complémentaires
Discover the vibrant work culture at LVSE Explore #LouisVuittonCSCEurope on LinkedIn to see how we thrive
- At LVSE, we are committed to integrating sustainability into every aspect of our operations, ensuring that our practices reflect our dedication to environmental responsibility and contribute to a more sustainable future._
Etapes de recrutement
Compétences à développer
Louis Vuitton Client Services Europe offers a dynamic environment with ample opportunities for personal and professional growth, including comprehensive coaching,
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