ROLE & RESPONSIBILITIES
Client and Business Development
- Foster a client-centric mindset across all store levels, with a strong focus on developing the local clientele
- Design, implement and drive all client development activities in store, ensuring clients are nurtured across the full pyramid, from first-time buyers to top clients, through dedicated action plans
- Ensure a structured organization of daily, weekly and monthly clienteling actions to drive outreach, appointments, conversion, average basket and top client growth across a store team of 150+
- Collaborate closely with Team and Universe Managers to maximize sales across categories through tailored client initiatives supporting launches, animations, strategic priorities and daily business
- Own and develop all Private Client Relations activities in store: build strong relationships with existing and future top clients, ensure retention and growth through personalized action plans with their Client Advisor, and lead preparation and follow-up for international events
- Supervise and support Client Development Managers in organizing local events and in-store animations, ensuring sales targets are met or exceeded
- Work closely with regional head office teams to share market insights and ideas that maximize local client development opportunities in line with brand standards
- Take full accountability for store results across CRM, client development and PCR KPIs
Client Experience and Hospitality
- Design, implement and drive all Client Experience and Hospitality activities in store, ensuring managers and teams deliver the Louis Vuitton Promise to every client
- Supervise and support the client experience team, ensuring KPIs are met through coaching and a client-centric approach among hosts and Client Advisors
- Partner with the Retail Learning team on client experience topics and implement training strategies at store, team and individual level to maintain the highest service and hospitality standards
- Develop creative concepts for the private floor for daily appointments and product, event or PR activations with head office teams, while ensuring ROI is tracked
- Further strengthen the LV hospitality concept in store through hosting excellence, appointment culture, private floor usage, tools and training
Team Management and Development
- In addition to managing a small team of Client Advisors, lead and develop the Client Development Managers and the Team Manager in charge of client experience
- Provide regular coaching and feedback, identify development needs and define tailored action plans
- Ensure effective collaboration, target achievement and contribution to wider store priorities
- Build a strong team through recruitment, talent development and succession planning with the Store Director, HR Business Partners and other stakeholders
- Organize the team efficiently according to business needs, ensure smooth daily operations, motivate the team, encourage innovation and act as a role model
Store Leadership and Operations
- Lead by example on the shop floor as floor manager, host and appointment support; this is not an office-based role
- Collaborate with peer Universe Managers and the Store Director to form a strong leadership team and deputize when needed
- Partner with the Operations Manager and head office teams to drive operational excellence and maintain audit readiness
- Maintain effective store organization across staffing, scheduling, holiday and absence management, and ensure policies, standards and procedures are clearly communicated and implemented
