Customer Service Vendor Manager

As a Customer Service Vendor Manager at LVMH Beauty, your primary responsibilities include overseeing client operations at the North America Customer Service Center, managing the day-to-day activities of our Business Processing Outsourcer, and ensuring that all service delivery aligns with the renowned brand image of the Beauty Maisons. You will also steer transitions during project inception, cultivate partnerships between the Maisons and the BPO, and optimize workforce management to maintain high service standards.

To apply for the Customer Service Vendor Manager role at LVMH Beauty, candidates should hold a Bachelor’s degree along with significant experience in managing complex customer services, preferably in the beauty or luxury industry. Leadership skills, outstanding communication abilities, and an analytical approach to leveraging data insights are essential, along with the capacity to manage multiple projects efficiently.

Success for the Customer Service Vendor Manager at LVMH Beauty is measured through key performance indicators (KPIs) that monitor customer service delivery and satisfaction. Regular assessments for process optimization, as well as the execution of multi-Maison initiatives that enhance the overall customer experience, are crucial factors that contribute to evaluating performance in this role.

In the role of Customer Service Vendor Manager at LVMH Beauty, you will develop customer experience strategies that promote synergy across multiple Maisons. This can include implementing shared strategies leveraging digital advancements, pioneering initiatives like NPS benchmarking, and establishing uniform service protocols to create a seamless experience for clients across all brands.

The Customer Service Vendor Manager position at LVMH Beauty offers numerous opportunities for professional growth, including the potential to lead innovative projects, fostering cross-functional team collaborations, and refining leadership skills. With exposure to various aspects of the business, from Marketing to Tech, you will be well-positioned to advance your career within a globally recognized luxury brand.

To ensure high customer service standards, I would establish clear performance metrics, provide comprehensive training, and foster open communication within the team. Regular monitoring and feedback loops help maintain standards, while empowering team members to take ownership of their roles can enhance service delivery.

In a previous position, I managed a situation where a product recall affected many customers. I coordinated with various departments to deliver accurate information quickly, ensured our team followed a clear communication strategy, and focused on providing exceptional support to affected customers, which ultimately strengthened our customer relationships.

When working with a BPO, I would prioritize building a strong relationship through regular communication, establishing clear goals, and defining expectations. Monitoring performance metrics together and fostering a collaborative environment can lead to enhanced service outcomes.

I view client feedback as an opportunity for growth. I would actively listen to client concerns, analyze the feedback, and implement necessary changes to improve our service. Following up with clients to inform them of the steps taken demonstrates our commitment to their satisfaction.

To foster collaboration across different Maisons, I would initiate regular meetings focused on shared goals, encourage knowledge-sharing sessions, and implement joint initiatives that bring teams together. A shared customer experience strategy will also promote mutual support.

Key performance indicators that are vital for measuring customer service success include customer satisfaction scores, response times, resolution rates, and first contact resolution. These KPIs can provide insights into the team’s efficiency and overall customer experience.

I stay updated with industry trends by attending webinars, following thought leaders on social media, and subscribing to relevant publications. Networking with peers in the industry also provides valuable insights into emerging trends and best practices.

I balance managing multiple projects by prioritizing tasks based on urgency and impact, creating detailed action plans, and utilizing project management tools to track progress. Regular check-ins with teams help keep everyone aligned and focused on achieving our objectives.

I led a customer experience initiative that involved launching a loyalty program. By collecting and analyzing customer data, we tailored communications and offerings specifically to customer preferences, which resulted in a notable increase in retention rates and customer satisfaction.

I am passionate about the luxury beauty industry and align with LVMH Beauty's commitment to excellence and creativity. The opportunity to manage relationships across iconic brands and spearhead initiatives that enhance customer satisfaction excites me, and I believe I can contribute significantly to the team's success.