Performance Manager

il y a 4 jours

Brussels, Belgique Louis Vuitton Temps plein

POSTE

Based in Brussels, this position is accountable for ensuring that the Louis Vuitton’s Client Services Center (CSC) staffing is optimal, that the drive of Performance is best-of-class, and that the CSC can ultimately deliver the business strategy.

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

**CSC Performance**
- Ownership and constant improvement of the CSC KPIs and Targets
- Identify new reporting needs and push solutions through new report
- Support FO team to define SMART goals at CA, Team and CSC level
- Support Experts to define SMART goals at CA, Team and CSC level
- Develop reporting tools in partnership with Central team
- Collaboration and support to CSC Managers in achieving their results (mentoring, follow up at weekly/monthly/quarterly level)
- Support to Team Managers to reach their operational objectives
- Guarantee reporting deliveries (daily/weekly/monthly/quarterly)

**W**orkforce **M**anagement (WFM)**
- Define staffing & time allocation together with WF Manager, to ensure optimal results
- Accountable for WFM lifecycle success together with WFM manager
- FTE Budget definition & reassessment over the year

**CSC Operations**
- Identify/push operations/process improvements to Central and EMEA Zone teams
- Active participation in deployment of new projects, from the needs collection to the pragmatic solution
- Translate the global vision into specific actions to ensure constant progress
- Transversal support to CSC main stakeholders (align priorities of different departments)

**Team development**
- Provide training opportunities for all management & support team (specifically on analytics and CSC Strategy)
- Develop performance team
- Mentoring other managers and training of new managers

PROFIL
- 5 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.
- Your communication skills are inspiring and you know how bring people together.
- You are a target & result orientated individual, holding tight under pressure and you display a consistent track record of business successes.
- Your approach is hands-on and down to hearth in, and through it, you build your legitimacy by leading by example.
- You are innovative and a change agent who demonstrates strong judgement skills. This way, you can easily mediate challenging business or people-based cases.
- You are skilled in Project Management are know how to work with various business partners to develop new insights and shape the future organization accordingly.

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