SummaryAs 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 with Maisons Digital teams, Marketing, Sales, Operations, etc., aligning 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- Significant experience in managing remote/digital complex customer services operated by a BPO, ideally within the beauty or luxury industry.
- 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.
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