Customer Service Vendor Manager

Summary

Join LVMH Beauty's North America team as a Customer Service Vendor Manager, serving as the primary liaison between diverse Beauty Maisons and an outsourced Client Services partner. Lead and optimize client service operations, ensuring a best-in-class experience aligned with brand image. Foster strong Maisons-BPO partnerships, monitor performance, and drive continuous improvement. Collaborate across functions, including digital teams, marketing, sales, and operations, to align customer experience with business objectives. Champion consumer needs and leverage technology to enhance mutualization efforts. The role reports to the Vice President of Transformation – Beauty Division North America.

Requirements

• A Bachelor’s degree paired with significant experience in managing remote/digital complex customer services operated by a BPO, ideally within beauty or luxury industry
• Leadership skills capable of animating cross-functional teams towards common goals
• Outstanding communication skills that establish rapport with both internal stakeholders and external partners
• An analytical approach toward leveraging data insights for strategic decision-making
• Competence in managing concurrent projects while nurturing relationships across multiple Maisons

Responsibilities

• Oversee client operations at the North America Customer Service Center supervising the Business Processing Outsourcer’s (BPO) day-to-day activities and service delivery
• Steer transitions from project inception to operational stability, ensuring seamless integration into everyday functions
• Foster Maisons-BPO partnership, monitoring accessibility, operational excellence and sales achievements, evaluating performance metrics and setting high service standards
• Control and challenge capacity planning construction as well as workforce management optimization, regularly reviewing productivity, occupancy and planning arbitrations between channels/contact types/Maisons
• Cultivate synergy among Maisons through shared customer experience strategies that leverage group-wide digital advancements
• Pioneer multi-Maison initiatives like NPS benchmarking, mystery shopper programs and clienteling programs to enhance overall customer satisfaction
• Keep abreast with contact-center-as-a-service technologies such as Generative AI advisor assistance, automations for prompt treatment and omnichannel harmonization to elevate customer interaction thru smooth and efficient resolution
• Establish and maintain uniform service protocols across all Maisons in collaboration with internal teams and external partners
• Follow-up & coordinate action plan adoption by the BPO
• Utilize KPIs to monitor customer service delivery; undertake regular assessments for process optimization
• Coordinate Maisons tailoring of training modules for continuous improvement of team competencies
• Work hand-in-hand with Maisons Digital teams, Marketing, Sales, Operations, etc., aligning customer experience plans with overarching business objectives
• Act as an advocate for consumer needs within LVMH Beauty's ecosystem
• Collaborate with Tech teams on solutions that amplify mutualization efforts between Maisons while industrializing client-focused technologies

Preferred Qualifications

A master’s degree would be advantageous