Vice President, Client Service Center

As a Louis Vuitton Vice President, Client Service Center, you will be an ambassador of the Brand. The VP, Client Service Center is responsible for overseeing client experience, operations, forecasting, budget and people management, commercial achievement and brand expectations. As a high-growth part of the greater business, the VP CSC must maintain levels of uncompromised excellence in all aspects of the business while driving change and progress.

Working in collaboration with the on-site management team this role will be responsible for achieving and exceeding financial and KPI targets while ensuring all client interactions are handled in line with our Louis Vuitton promise, thus further driving loyalty to the brand and our positioning within the luxury market space.

This position requires on-site management and is located in Irving, Texas.

Responsibilities include, but are not limited to:

• Lead & manage the operations of a 400+ workforce with a clear understanding of daily performance both from a people and commercial perspective
• Build, pitch and manage the CSC operations budget. Adhere to budget guidelines while continuously seeking upside potential and additional opportunity
• Work in collaboration with the on-site training and HR teams to ensure robust & thorough onboarding strategies & plans for all new hires. In addition, overseeing the development of staffing projections and scheduling strategies that maximize efficiency and handle rate to ensure a seamless Client experience

Operational and Commercial Excellence:

• Working in collaboration with the Director of Commercial Operations in identifying opportunities to maximize technological and operational solutions to further support our teams efforts in delivering an elevated and seamless Client experience.
• Partner with the New York Corporate team to develop sales forecast and areas for growth and resulting needs
• Consistently monitor the CSC’s productivity including fraud rate, handle rate, service level, call time, escalations and revenue while continuously identifying opportunities to further drive the business
• Based on deep analysis and evolving performance, continuously develop and implement initiatives that further optimize business performance and the Client experience

Client Centric + Excellence:

• Inspire and lead a diverse & inclusive team, creating a sense of belonging for all employees
• In conjunction with Client Experience Director, drive and develop new training programs that continuously improve client experience and service levels that will lead to the most cost-efficient and service-maximized result
• Represent the needs of the CSC across all factors of the business and effectively communicate strategies to drive change
• Continuously inspire and advocate for an innovative & creative mindset within CSC ensuring both you and your teams identify and drive solutions to further exceed our Client’s expectations while also identifying opportunities to increase sales
• Periodically listen to calls and shadow CA’s to ensure standards of excellence are delivered and identify continuous opportunities to further delight our Clients
• Serve as the champion of the Client Services Center throughout the greater LVA organization. Develop key relationships across the retail network, corporate and global colleagues ensuring to maximized partnerships for all areas of CSC
• Instill a sense of accountability within CSC ensuring all employees understand and deliver to expectations

Louis Vuitton is a company that respects the uniqueness of each employee and offers everyone the means to find their place and prosper. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture passionate about meaningful strategies aimed at crafting an inclusive workforce.

Louis Vuitton is an equal employment opportunity employer.