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Team Manager

4 weeks ago


Sydney, New South Wales, Australia Louis Vuitton Full time
Overview

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 coach your team to understand and respond to each client's unique needs, providing personalised assistance and advice with professionalism and attention to detail via phone, email, and other digital channels. This role requires you to drive the team to meet and exceed key performance indicators (KPIs), including sales targets and client satisfaction scores.

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, emphasising understanding client preferences, anticipating needs, and offering tailored recommendations.
  • Collaborate with the Clienteling Manager to drive clienteling activities and sales in strategic categories.
  • Learn and master Brand and product knowledge; stay up-to-date on product, company, and department initiatives. Ensure accurate information and follow-up are entered into systems and databases to maintain data integrity.
  • Empower the team to take ownership of client concerns and challenging situations, ensuring effective resolution while upholding Louis Vuitton's high service standards.
  • Represent the Maison professionally, embodying Louis Vuitton values 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 action plans.
  • Maintain flexibility to work various shifts across opening hours on a 5/2 roster (with one weekend day).
Qualifications
  • Proven leadership and coaching abilities with a passion for developing talent.
  • Excellent communication skills (verbal and written) in English; proficiency in additional languages is a plus.
  • A client-first mindset and strong interpersonal skills to engage with clients and team members.
  • Highly motivated, energetic, and a collaborative team player.
  • Detail-oriented with a commitment to delivering exceptional service and exceeding client expectations.
  • Ability to manage multiple priorities and deliver results to agreed schedules.
  • Strong punctuality and time-management skills, adhering to assigned schedules for reliability and efficiency.
  • Digital proficiency with the ability to navigate multiple client service platforms and CRM systems.
  • Experience in luxury retail or 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 and leverage multicultural perspectives to enhance collaboration and innovation.
Details
  • Employment type: Full-time
  • Seniority level: Mid-Senior level
  • Job function: Business Development and Sales
  • Industries: Retail Apparel and Fashion; Retail Luxury Goods and Jewelry; Retail

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