SummaryAs a Customer Experience Manager, you will be a key member of the North American team, driving customer experience expertise across diverse Beauty Maisons. Your leadership will focus on direct-to-consumer engagement, ensuring a customer-centric approach across all channels.
Responsibilities- Oversee operations at the North America Customer Service Center in collaboration with Business Processing Outsourcers (BPO).
- Steer transitions from project inception to operational stability, ensuring seamless integration into everyday functions.
- Foster Maison-BPO relations, monitoring sales performance, evaluating performance metrics, and setting high service standards.
- Cultivate synergy among Maisons through shared customer experience strategies leveraging digital advancements.
- Pioneer multi-Maison initiatives like NPS benchmarking and mystery shopper programs to enhance customer satisfaction.
- Keep abreast with e-commerce tools & trends to elevate customer interaction.
- Establish and maintain uniform service protocols across all Maisons in collaboration with internal teams and external partners.
- Utilize KPIs to monitor customer service delivery and undertake regular assessments for process optimization.
- Coordinate Maisons tailoring of training modules for continuous improvement of team competencies.
- Collaborate with various teams to align customer experience plans with business objectives.
- Act as an advocate for consumer needs within LVMH Beauty's ecosystem.
- Collaborate with Tech teams on solutions that amplify mutualization efforts between Maisons.
Requirements- 5-7 years of experience in managing customer services within beauty or luxury retail.
- Leadership skills capable of animating cross-functional teams towards common goals.
- Outstanding communication skills for rapport with stakeholders and partners.
- Analytical approach toward leveraging data insights for strategic decision-making.
- Competence in managing concurrent projects while nurturing relationships across multiple Maisons.
- Advanced proficiency in Excel.
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