Team Manager - Client Services (Digital Store)

Position

Based in our Client Services Centre in Sydney, as a Team Manager, you will lead and inspire a team dedicated to delivering best-in-class client service remotely. You will be responsible for coaching your team to understand and respond to each client’s unique needs, providing personalised assistance and advice with the utmost professionalism and attention to detail via phone, email, and other digital channels. This role also requires you to drive the team to meet and exceed key performance indicators (KPIs), including sales targets and client satisfaction scores.

Job responsibilities

• Consistently strive to meet and exceed team performance targets and KPIs related to client satisfaction, service quality, and sales through remote channels.

• Lead, coach, and develop a team of Client Services Advisors to deliver exceptional service via phone, email, live chat, and messaging.

• Foster a client-centric culture within the team, emphasising the importance of understanding client preferences, anticipating their needs, and offering tailored recommendations.

• Work in tandem with the Clienteling Manager to drive clienteling activities among the team and drive sales in strategic categories.

• Learn and master Brand and product knowledge; stay up-to-date on all product, company, and department initiativesEnsure accurate information and follow-up are entered into the systems and relevant databases, initiating updates as appropriate to maintain the integrity and accuracy of our records.

• Empower the team to take ownership of client concerns and challenging situations and ensure effective resolution while upholding Louis Vuitton's high service standards.

• Be an ambassador of the Maison, embodying Louis Vuitton values and demonstrating the highest level of professionalism in all interactions.

• Recruit, train, and mentor digitally proficient talents, securing succession plans in partnership with the Client Services Manager.

• Monitor and provide feedback on team performance, identifying areas for improvement and implementing effective action plans.

• Flexibility to work various shifts across our opening hours on a 5/2 roster (with one weekend day) is required.

Profile

• Proven leadership and coaching abilities, with a passion for developing talent.

• Excellent communication skills (both verbal and written) in English. Proficiency in additional languages is a plus.

• A demonstrated client-first mindset and strong interpersonal skills, with the ability to effectively engage with both clients and team members.

• Highly motivated, energetic, and a collaborative team player.

• Detail-oriented with a passion for delivering exceptional service and exceeding client expectations.

• Ability to manage multiple priorities and deliver results according to agreed schedules.

• Strong punctuality and time-management skills, adhering to assigned schedules to ensure reliability and efficiency.

• Digital proficiency with the ability to navigate multiple client service platforms and CRM systems.

• Experience in luxury retail or a related client-centric industry is preferred.

• A strong interest in luxury fashion and awareness of current trends is a plus.

• Ability to thrive in a diverse work environment, leveraging multicultural perspectives to enhance collaboration and innovation.

Additional information

Louis Vuitton is a globally renowned luxury Maison, celebrated for its timeless elegance and exceptional craftsmanship. At Louis Vuitton we are committed to providing unparalleled client service experiences to our valued clientele.

Skills development opportunities

Louis Vuitton offers a dynamic environment with ample personal and professional growth opportunities. This includes comprehensive coaching, development programs, and opportunities for advancement within our Maison to help you reach your full potential. This role requires a true passion for leading and inspiring a team to provide exceptional client service within a luxury environment. If you are a highly motivated individual with a strong work ethic and a dedication to excellence, we encourage you to apply!