Business Performance Manager-Client Service Center
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 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 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. 150 permanent FTE, upwards of 300 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 and Operations Manager, 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 Operations Manager, the Business Performance Manager will be assisting the CSC Director and Operations Manager 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
Bachelor’s degree required – preferably in Finance, Economics or Accounting
At least 2 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) preferred
By joining Louis Vuitton, you will receive a generous benefits package*, including but not limited to medical coverage, 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.
As a Louis Vuitton employee you will have an opportunity to engage in our Corporate Social Responsibility efforts on both a local & global level with various communities and organizations and to also partake in initiatives to raise funds for our charity partner UNICEF.
Louis Vuitton is proud to be an equal opportunity employer. We celebrate and welcome diversity and are committed to creating an inclusive environment.