Performance Manager
il y a 2 semaines
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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