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Louis Vuitton is searching for a Client Care Services Manager within the Client Care Services division in our Ontario, California location who will bring the voice of the client into the repair center. Candidate will also manage our Direct to Client teams that are in direct contact with clients and ensure an efficient feedback loop between clients, retail, and industrial teams when it comes to the quality of our finished goods.

Ideal candidate will develop action plans with regional interlocutors to address client feedback and increase satisfaction while creating standard training material on processes and service approach, working closely with the retail training department. You will cultivate an integrated approach to service by participating in frequent visits to our retail locations.

As an integral partner, the Client Care Services Manager will assist with developing and mentoring the Store Support Coordinator team that is dedicated to providing support, expertise, and resolutions to stores along with aligning the support with the Direct to Client Specialist team that is dedicated to directly answering clients' service inquiries and provide follow-up.

You will apply your expertise in quality assessment, feasibility, quotations, craftsmanship, and custom requests while providing creative solutions for raised cases. It is important to maintain a work environment that prioritizes safety and quality through communication, action, and accountability. In addition, you will champion high-end service and reactivity among the team through all communication channels (email, phone, video calls, etc.) and implement creative ways to connect with our valued clients. You will encourage and motivate your team to deliver exceptional service: create a positive work environment, empower the team, and encourage innovative solutions.

You will have opportunities to strategically work on ad hoc projects related to our ongoing business needs and develop effective relationships and partnerships within the matrix organization, including corporate, retail, LVUS Manufacturing, and Care Services counterparts in France and other Regions; globally benchmark other repair centers to resolve the best process for the organization.

Profile

We are excited to speak to professionals with a validated experience of five years or more in a management role within a retail or customer service environment who has strong leadership skills with the ability to lead by example and manage diverse workforce focused on results, employee engagement, decision making, and partnership. You will be highly self-motivated, organized, analytical, and possess both outstanding written and verbal communication skills. You will also be expected to possess elevated presentation and facilitation skills and with proficiency in MS Word, Excel, Outlook, and PowerPoint.

The appointed candidate will be offered a salary within the range of USD$95,000 - $105,000 annually, plus the opportunity for a bonus, a comprehensive benefits package including: medical, dental, vision, short and long-term disability, various paid time off programs, employee discount/perks and two retirement plans both with employer contributions.

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 for going above and beyond purely symbolic measures by building a culture focused on relevant 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.

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