Sr. Business Performance Manager - Client Service Center

Irving, United States
22 August 2022
Permanent Job

Position

Would you like to work in a world class Service Center environment, illustrating responsibility and accountability, while pursuing every opportunity to provide exceptional customer service to clients from all across the Americas?

Louis Vuitton is  seeking a Sr. Business Performance Manager for their Service Center in Irving, Texas who possess energetic personalities, entrepreneurial mindsets, and detail oriented. As a team member of Client Services (CSC) at Louis Vuitton Americas, the Sr.  Business Performance Manager contributes to ensure the reliability and profitability of the Client Services Center operations.

As a team member of Client Services (CSC) at Louis Vuitton Americas, the Sr. Business Performance Manager contributes to ensure the reliability and profitability of the Client Services Center operations:

  • Help drive the business by giving the Management visibility on top and bottom lines through financial planning and analysis (weekly sales analysis, analysis of monthly financials, Client Service Center specific KPIs including call volume, ad hoc analysis)
  • Ensure the accuracy of LV Americas Financial Statements (P&L, Balance Sheet, Cash Flow) and protection of assets by partnering with the Finance and Accounting teams and key stakeholders.
  • Build Forecasts (budgets, monthly sales estimate and other KPIs) transversally with corporate departments and retail regions.
  • Responsible for creating and delivering reporting (weekly, monthly) on variance to budget and performance to key stakeholders to ensure timely actionable strategic decisions
  • Develop key performance metrics and standardized reporting to ensure timely analysis and actions based on insights
  • Prepare scheduling of staff activities (approx. 350 permanent FTE, 100 BPO and upwards of 600 during Peak Season) and ensure it matches the forecasted call volume / workload; partner with managers to schedule necessary coaching, training, etc.
  • Report financials and business analysis to CSC Director of Operations and Finance, Zone Management team and Louis Vuitton Headquarters in Paris.
  • Provide consistent feedback and keep Management updated through proactive monitoring of key CSC performance issues

Reporting to the CSC Director of Operations and Finance, the Business Performance Sr. Manager will be assisting the Director of Operations and Finance and the CSC VP in key financial follow up, including but not limited to:

  • CSC Daily/Weekly/Monthly sales report: KPIs, sales trend
  • Participation in monthly closings through control to Budget/trend and communicating performance to headquarters
  • Participation in Budget construction / revisions
  • Follow up of Selling expenses including staff costs, leases, amortization, running expenses
  • Consolidated Staff costs and other HR-related statistics and costs
  • Monitor advisors’ schedule adherence and communicate discrepancies to management
  • Other ad hoc projects

Profile

  • Bachelor’s degree required – preferably in Finance, Economics or Accounting- MBA preferred
  • At least 5 years of experience either in similar FP&A or Business Performance capacity in a multinational company, Public Accountancy, or Financial Institution
  • Strong Excel and PowerPoint skills required, knowledge of Power BI a plus
  • Organization skills, ability to multitask, detail oriented, autonomy and flexibility
  • Strong communication skills
  • Experience in/exposure to contact/call center environment preferred
  • Working knowledge of “Telephony” systems (CISCO, Avaya, Genesys, Aspect, Calabrio) preferred

Additional information

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.

In addition to a generous benefits package, unparalleled career development opportunities, both locally & globally, as an employee at Louis Vuitton, you can expect to be provided with industry leading training which will offer you an in-depth insight into the luxury and retail environment.

 

Reference: LVM17876