Customer Service Vendor, Senior Manager

Job Responsibilities

- Oversee client operations at the North America Customer Service Center supervising the Business Processing Outsourcer’s (BPO) 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, evaluating performance metrics and setting high service standards - Control and challenge capacity planning construction as well as workforce management optimization, regularly reviewing productivity, occupancy and planning arbitrations between channels/contact types/Maisons - Cultivate synergy among Maisons through shared customer experience strategies that leverage group-wide digital advancements - Pioneer multi-Maison initiatives like NPS benchmarking, mystery shopper programs and clienteling programs to enhance overall customer satisfaction - Keep abreast with contact-center-as-a-service technologies such as Generative AI advisor assistance, automations for prompt treatment and omnichannel harmonization to elevate customer interaction thru smooth and efficient resolution

Cross-functional Collaboration

- Work hand-in-hand with Maisons Digital teams, Marketing, Sales, Operations, etc., aligning customer experience plans with overarching business objectives - Act as an advocate for consumer needs within LVMH Beauty's ecosystem - Collaborate with internal tech teams on solutions that amplify mutualization efforts between Maisons while industrializing client-focused technologies

Supervision Received

- The role reports directly to the Vice President of Transformation – Beauty Division North America.

Profile

A Bachelor’s degree paired with significant experience in managing remote/digital complex customer services operated by a BPO, ideally within beauty or luxury industry. A master’s degree would be advantageous. The ideal candidate should possess: - Leadership skills capable of animating cross-functional teams towards common goals - Analytical project governance uses data and KPIs to steer multi-stream projects, resolve trade-offs, and ensure disciplined execution. - Proven ability to lead complex projects while coordinating and aligning multiple Maisons and stakeholders - Outstanding communication skills that establish rapport with both internal stakeholders and external partners

Benefits

- Market competitive pay based on expertise, performance, and tenure - Salary range: $140,000.00 - $170,000.00