Director, Client Experience - Client Service Center

Director, Client Experience - Client Service Center Published on 2025-02-11Employment type : Full TimeContract type : Permanent JobCountry / Region / City : Irving, Texas, United StatesLouis Vuitton is a name synonymous with luxury, innovation, and elegance. Our brand represents the pinnacle of craftsmanship and creativity, setting trends and exceeding expectations worldwide.We are looking for a dynamic and seasoned professional to join our team as the Director of Client Experience!In this role, you will lead a group of Senior Managers responsible for correspondence and inbound call handling teams at our Client Service Center. Reporting to the Vice President of Client Services, you will have a significant impact on ensuring that our clients receive the highest level of service and satisfaction, in alignment with the prestigious reputation of Louis Vuitton. As a strong people leader, you will play a crucial role in developing and mentoring our client experience team, fostering a culture of excellence and continuous improvement.This role is based on-site at our Legacy 1854 campus in Irving, TX.Job responsibilities Client Centric Excellence : Lead Senior Managers to drive operational excellence through Team Manager support and developing business strategies to fill gaps and elevate the client experience.Foster a culture of excellence, growth, and accountability, maintaining proactive and transparent communication across all levels.Set and communicate performance standards that are specific and measurable, and in support of the business’ mission.Self & Team Development : Develop quality management strategies for Client Service Centers (CSC), including standards, scorecards, training, performance metrics, and dashboards, in partnership with the Quality Manager and Director of Training & Quality.Provide continuous thought leadership around career pathing to secure top employee engagement and retention while driving the overall CSC strategy.Ensure Senior Managers are fully engaged and aware of team daily activities and productivity and performance; support efficient performance management timelines and communicate discrepancies and gaps to applicable internal business partners.Commercial Mindset : Develop and implement initiatives to further optimize service levels and sales, performance, and client satisfaction by reviewing and analyzing key indicators on an ongoing basis (weekly, monthly, and quarterly reports, VOICE, client insights, etc.).Partner cross-functionally to ensure end-to-end process standardization and consistent documentation to align best practices locally, regionally, and globally.Assess service statistics, recommend, and implement strategies to improve the quality of service and productivity.Proactively look outside the business, to competitors & other luxury players to identify trends and best practices from across the industry.Profile The ideal candidate will have a minimum of 10 years of leadership or management experience, preferably gained in a customer service setting, and at least 8 years in a similar role managing leaders and large work teams (40 total scope). Experience working within an in-house call center environment which supports a multi-channel and multi-product organization is also required.They should possess strong leadership and team management skills, excellent communication and interpersonal abilities, and the capability to analyze data and derive actionable insights. A passion for delivering exceptional client service is essential, along with being a strategic thinker with a proactive approach to problem-solving.The candidate should also have a deep understanding of luxury retail dynamics, experience in developing and implementing client experience strategies, and a track record of driving client loyalty and retention initiatives. Proficiency in using CRM systems and data analysis tools is highly desirable.#J-18808-Ljbffr