As a member of the North American team, the Customer Service Vendor Senior Manager will be the main point of contact connecting diverse Beauty Maisons with a unique outsourced partner for Client Services. Your leadership will allow a best-in-class service level for all type of contacts to guarantee an optimized client satisfaction matching with the brand image of the Maisons. PRINCIPAL DUTIES AND RESPONSIBILITIES:
Oversee client operations at the North America Customer Service Center supervising the Business Processing Outsourcers (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
ENSURE CONSISTENT SERVICE EXCELLENCE:
Establish and maintain uniform service protocols across all Maisons in collaboration with internal teams and external partners Follow-up & coordinate action plan adoption by the BPO Utilize KPIs to monitor customer service delivery; undertake regular assessments for process optimization Coordinate Maisons tailoring of training modules for continuous improvement of team competencies
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.