Process Manager - Store Support/Direct to Client
Louis Vuitton Americas is recruiting for a highly experienced, solutions focused, and collaborative Process Manager – Store Support and Direct to Client, to support their Care Services Centers zone wide. Reporting into the Client Care Services Director, this position will ensure process alignment amongst all repair centers to provide exceptional service to our clients.
The Process Manager – Store Support and Direct to Client will be the voice of our internal and external clients for the Care Service organizations, build and animate action plans for continuous improvement and alignment, create and maintain training documentation, and drive cultural and organizational transformation. In partnership with Production and Supply Chain, implement touchpoints and transparency into the repair process and incoming and outgoing workshop flows. Providing transparent feedback from retail partners and clients will be pivotal in the success of this role.
Candidates with an MA/MBA, or equivalent experience, are highly desirable with at least 5 years of experience in a retail/call center environment.
Direct To Client
Work closely with our Client Service Centers to ensure a consistent and elevated client experience.
Create dashboards to ensure visibility and follow up of relevant key metrics.
Challenge the status quo to improve the client’s visibility of the repair process and the entire experience from end to end.
Implement the Direct To Client repair flow across facilities and on-board new countries within LVA.
Define and standardize processes to ensure adherence across all Care Centers.
Ensure the level of information is communicated with the stores allow for an exceptional client experience.
Regularly visit the stores to receive firsthand feedback and implement action plans when needed.
Develops action plans with regional interlocutors to address client and store feedback and increase satisfaction between internal and external clients.
Define an assist in developing Store trainings. Partner with the Regions and local teams to ensure trainings are consistently delivered.
Benchmark service expectations and suggest ways to increase service and repair offering based on findings.
By joining Louis Vuitton, you will receive a generous benefit’s package*, including but not limited to medical coverage, a retirement plan, employee referral bonus program, gym membership and employee discounts. In addition to working with the most talented and inspirational leaders within the luxury market you will also have an opportunity to attend industry renowned training and have access to unparalleled career opportunities both within Louis Vuitton and the LVMH Group.
Louis Vuitton is a company that respects the uniqueness of each employee and offers everyone the means to find their place and thrive. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture focused on meaningful strategies aimed at creating an inclusive workforce.