Operations Manager H/F

Created in 2017, LVMH Client Services is known for enchanting customer experience internationally, through e-commerce, and pays special attention to each interaction, matching the excellence delivered by Sales Advisors in boutiques. Our omnichannel and multilingual contact center addresses customer requests comprehensively for the 20 Maisons of the LVMH Group that we represent. The ambassadors of the Maisons meticulously care for every step of the customer journey, offering a complete luxury experience to meet all the requests, needs, and desires of our clients, all from a remote location.

The role :

The Operations Manager supervises the client service teams for one or several Maisons under his responsibility. He oversees all day-to-day front / back-office activities, drives continuous improvement to reach permanent excellence level and manages innovation & transformation projects. His mission is to guarantee the smooth execution of the omnichannel clients' contacts treatment within the scope of work provided by the Maison(s).

The Operations Manager is assisted by several team managers reporting to him, who supervise the client advisors, and acts as a leader and a referent for them. He / she also ensures a transversal coordination between the support functions (Planning / Training / Quality) and the internal partners (HR, Finance, IT) for all topics impacting his unit.

Direct representative of the LVMH CS entity, the Operations Manager is the main point of contact for the Maison(s) regarding client service delivery and its effectiveness in reaching the given objectives and works together with the Key Account Manager(s) to elevate the partnership with the Maison(s).

The role requires to ensure optimum efficiency and drive the project(s) as a proper business unit, controlling performance, costs and margin in the respect of LVMH CS objectives and interests.

As an Operations Manager for LVMH CS, you will drive a large scope of responsibilities, variety of talents and diversity of topics requiring ingenuity, responsiveness and concrete actions in the pursuit of the continuous satisfaction of the Maison(s) and their clients.

The position is reporting to the head of Operations of LVMH Client Services, with strong exposure to internal and external (Maison / Group) management teams.

Main missions :

1. Performance : Accountable for operational (productivity, occupancy, reiteration, ...), accessibility (service level, time-to-answer, time to resolve, ...), and customer satisfaction (customer effort score, net promoter score, CSAT) objectives achievement within his / her perimeter.
2. Management : Act as a mentor, leader and role model for his direct reports, support them in their function and lead them towards goals achievement, individual & collective, to drive global performance and operational excellence.
3. Business Partnership : Be proactive and involved in the vision of the Maison(s), providing advice and guidance to support their strategic plans and associated roadmap and to be part of the customer satisfaction and experience enhancement.
4. Project coordination : Be capable of conducting new initiatives on top of the run supervision, coordinating or directly driving projects of all sorts : digital transformation, process improvement, new implementations, change management, ... making sure of their impact on performance and quality improvement.
5. Global satisfaction : Perform actions and orient the operations in the permanent search for employees / Maison(s) / client’s satisfaction, all together, acting as a global guide towards transversal NPS.

Skills :

• Management and leadership : inspire people and make them grow
• Stress management : can work under pressure
• Autonomous : know how to take initiatives and decisions
• Problem solving : ability to deal with complexity
• Multi-tasking : be agile and ingenious
• Financial acumen : drive operations with a business sense

Mandatory requirements :

• French and English : bilingual
• 8 years of experience in a customer-related environment, of which 5 years of management in client services, relationship or hospitality
• Strong experience in managing multicultural teams of various profiles and backgrounds
• Analytical, expert with data manipulation, measurement and interpretation autonomously
• Proven operational track record in CRM, CX or Customer Success fields highly appreciated
• Retail and / or digital background preferred, ideally with a previous experience in luxury
• Strong interpersonal skills and attitude