eCommerce Client Services Manager

  • Company: Louis Vuitton Malletier
  • Country / Region : Hong Kong
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Digital
  • Experience required: Minimum 10 years
  • Reference No.: LVM11660
  • Date of publication: 2020.12.17

Position

The Client Services (CS) Manager is responsible for managing all aspects of Client Services activities. With a sales goal driven mindset and strong understanding of business drivers, the Client Services Manger plays a key role at the center of our Digital and eRetail businesses for Hong Kong, Macau & Taiwan. 

Job Duties & Responsibilities

  • To achieve excellence in client experience, ongoing training and ensuring implementation of Louis Vuitton's policies to build an enduring advantage in the new normal context
  • Ensures high level of team motivation, accountability and retention
  • Manage and coach the team for performance, guiding the team to achieve SLA's, and ensure an elevated experience for our clients with regards to eRetail, Phone & IMS Sales, Product Care and Client Repairs, and other General Inquiries.
  • Partners with Digital & eRetail, with a thorough understanding of all ecommerce processes, from awareness to conversion to fulfillment to customer service - coordinates and monitors eCommerce activities performed by CS team, ensuring availability of all IMS for customer queries at the highest service levels.

Profile

  • Minimum 2-3 years ecommerce, online customer service management
  • Prior Client Service and /or Phone Sales/Call Center in business context with high complexity / volumes required
  • Hands on experience with ecommerce engines and/or telephony software (i.e ATG, IBM, GSI, Magento, Cisco, Salesforce, etc)
  • Familiarity with analytics applications (i.e. Google Analytics, Adobe Analytics, IBM Coremetrics, Omniture etc).
  • High level of professionalism and discretion, empathy and interpersonal skills
  • Excellent verbal and written communication skills
  • Exceptional interpersonal/team building skills including the ability to communicate with all levels of the organization and participate on multi-functional teams
  • Detail-oriented, demonstrate strong written and verbal communication skills
  • Ability to work in a dynamic environment and be results and deadline driven 
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