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Brobston Group is the #1 source for luxury fashion, jewelry, beauty, and home décor jobs in North America. We specialize in retail, corporate, and executive consulting roles. We offer both hands-on recruiting services and tailored job posting services to luxury brands and retailers. Brobston Group was founded by William Brobston in 2017 and is based in New York City.

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  • Customer Service Vendor Manager
LVMH
LVMH

Founded in 1987

Customer Service Vendor Manager

Type
Full time
Industry
Beauty and Fragrance
Location
New York, NY
Category
Customer Service
Remote
Not Remote
Seniority
Manager
Compensation
$115,000 - $125,000 annually

Jobs inner cover
Jobs inner cover

Summary

LVMH

Founded in 1987

Customer Service Vendor Manager

Type
Full time
Industry
Beauty and Fragrance
Location
New York, NY
Category
Customer Service
Remote
Not Remote
Seniority
Manager
Compensation
$115,000 - $125,000 annually

Application Type

Marketplace (external)

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the employer to apply directly.

Job Description

Summary

As a Customer Service Vendor Manager, you will be the main point of contact connecting diverse Beauty Maisons with an outsourced partner for Client Services. Your leadership will ensure a best-in-class service level for all types of contacts, guaranteeing optimized client satisfaction that aligns with the brand image of the Maisons.

Responsibilities
  • Oversee client operations at the North America Customer Service Center, supervising the BPO's day-to-day activities and service delivery.
  • Steer transitions from project inception to operational stability, ensuring seamless integration into everyday functions.
  • Foster Maisons-BPO partnership, monitoring accessibility, operational excellence, and sales achievements.
  • Control and challenge capacity planning construction and workforce management optimization.
  • Cultivate synergy among Maisons through shared customer experience strategies.
  • Pioneer multi-Maison initiatives like NPS benchmarking and mystery shopper programs.
  • Keep abreast with contact-center-as-a-service technologies to elevate customer interaction.
  • Establish and maintain uniform service protocols across all Maisons.
  • 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.
  • Work hand-in-hand with Maisons Digital teams, Marketing, Sales, Operations, etc.
  • 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
  • Significant experience in managing remote/digital complex customer services operated by a BPO.
  • Leadership skills capable of animating cross-functional teams towards common goals.
  • Outstanding communication skills that establish rapport with both internal stakeholders and external partners.
  • An analytical approach toward leveraging data insights for strategic decision-making.
  • Competence in managing concurrent projects while nurturing relationships across multiple Maisons.

We have summarized this job description for you, click apply to see more details from the employer.

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