Concierge, South Coast Plaza

  • Company: Louis Vuitton North America
  • Location: United States
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Retail
  • Experience required: Minimum 2 years
  • Reference No.: LVM09154
  • Date of publication: 2019.08.06

Position

THE LOUIS VUITTON PROMISE

"Whoever you are, whatever the purpose of your visit, I will cherish our time together. I will dare to discover who you are and encourage you to be true to yourself. You will trust me as your personal advisor. We will build a genuine relationship over time. Every time you come to Louis Vuitton, you will leave feeling enriched!"

 

OVERALL MISSION

As a key contributor to delivering Louis Vuitton service excellence, this role will support an exceptional Client Experience and elevate the level of service in the Maison. The idel candidate will accomplish this through leading by example as a hosting expert, supporting an appointment culture among the team, acting as an Orange County Metro liaison both for internal colleagues (LV Store Teams) and external partners (local businesses), managing the client gifting strategy, and supporting in-store events in partnership with store leadership and Metro Client Relations Manager. 

 

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Hosting & Service Expert

- Elevate day to day hosting in partnership with Client Relations Manager, Store Managers, and Client Experience Manager
- Support appointment preparation, logistics, and details to ensure clients feel cherished
- Manage master appointment calendar for the Maison
- Act as the point of reference for clients who need assistance or information; attend to their wishes and requirements
- Understand customer's needs and provide them with personalized solutions; connect them with an appropriate team member to enhance their in-store experience
- Organize small actions, excursions, transportation, etc., upon request for clients; Manage and maintain the Concierge Book
- Partner with Click and Collect Ambassador to elevate omni-channel services
- Educate the team on Client Services to elevate service level
- Manage incoming requests from the Call Center during weekends 

  • Orange County Metro Liaison

- Acquire extensive knowledge of the premises and the nearby venues / businesses to make the most suitable client recommendations
- With CDD, build relationships and support partnerships with neighboring hotels, restaurants, and organizations
- Educate the team on monthly Orange County happenings in order to build the "concierge mindset" in the Client Advisors
- Partner with local Store Managers and act as Metro liaison to organize non-VIC metro experiences in-store
- Manage Stylist Program and develop relationships with local independent stylists 

  • Client Gifts & Gestures

- Holiday gifting program
- Targeted gifts for VICs, new high potential clients, and partners
- Liaise with all Client Advisors to support client birthdays, anniversaries, and special occasions
Gestures following client issues
- Client-facing collateral (The Book, printed tools, etc.)
- Track and analyze ROI on gifting program

  • Events: Logistical Support & Coordination

- Partner closely with Client Services & Events team to maximize impact of commercial events in-store

- Identify, research, and test new animations and vendors


Profile

EXPECTED ATTITUDES & SKILLS

Curiosity, Empathy, Agility, Commercial Mindset, Passion for the Brand, Management Skills, Interpersonal Skills, Responsibility & Ownership Leadership, Professional Attitude

RELEVANT SCOPE MEASURES

Number of direct reports: 0

Schedule:  Requires evening, weekend and holiday availability

  • PRINCIPAL SKILLS, KNOWLEDGE, AND PERSONAL ATTRIBUTES REQUIRED

College Degree
Customer service experience, preferably in Retail or Hospitability environment
Good Interpersonal Skills / Communication Skills
Proficiency in English; multilingual is strongly preferred
Polite and confident with a great deal of patience
Analytical
Strong Computer Skills (Excel, PowerPoint)

  • COMPETENCIES REQUIRED

Relationship-oriented
Action Oriented
Business Acumen
Decision Quality
Functional /Technical Skills
Interpersonal Savvy
Organization Agility
Strategic Agility
Perseverance
Process Management
Negotiating
Customer Focus

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Fashion & Leather Goods

Houses with a unique heritage and young emerging brands make up this exceptional division. Each of their creations becomes an object of desire, imbued with timelessness.

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