Client Voice Program Manager

THE BACKGROUND

The LVMH Digital Division is combining a wide range of digital, omniretail and data capabilities, expertise, and resources to help Maisons accelerate on their digital transformation.

The LVMH Digital Division is seeking for a Client Voice Program Manager, based in Paris, reporting to the Client Voice Program Senior Manager, within the Omniretail team.

The Client Voice Program Manager contributes to the creation, analysis, development, and optimization of LVMH customer experience in close collaboration with Maisons, Divisions, Markets and colleagues in the LVMH Digital Department. The common objective is to help LVMH Maisons to make informed and best decisions to craft and provide best-in-class shopping and magnificent product ownership experience with our esteemed brands and products, through the monitoring of Group Client Voice Program.

The strategic objectives for the program have been redefined, with the ambition to switch from operational customer satisfaction measurement to a real 360 voice of client strategic approach, throughout Group and Maisons.

KEY RESPONSIBILITIES:

The candidate is expected to make contribution of our joint objective through the following actions.

1. Accompany daily the LVMH Maisons to identify, select, and deploy client voice solutions by providing concrete advice, guidance, and operational supports. Support the entry of new Maisons within the program.
2. Lead the customer experience measurement and analysis using the Net Promoter Score (NPS) as KPI and all the associated analytical and analysis skills. Produce meaningful insights, both descriptive and advanced and enhance data-driven business processes and products to align with omni-channel strategy.
3. Help LVMH Maisons in their growing maturity and their coverage expansion, switching to a full consistent 360 voice of client monitoring. Contribute to the creation of actionable customer experience optimization insights based on the NPS score and verbatims.
4. Animate LVMH client voice community with LVMH stakeholders (Digital, Omnichannel and Data), Maison Sponsors and Maison topic/project owners

Profile required:

- Graduated from a Business or Engineering school, you are motivated to work in the Luxury industry and develop your expertise in Data and Omniretail

- You have 5-10 years of experience on customer experience optimization and retail performance management positions which required you to develop strategic skills and tackle operational challenges. Having previously managed a voice of client program is mandatory.

- You have a data driven mindset, understand the value of data, and have the technics to analyze data

- You are passionate about omni-channel topics and want to revolutionize customer experience

- You are known for your excellent communication skills, and you have developed strong interpersonal skills. You have strong ability to effectively prioritize work, as well as strong project management skills

- English speaking and writing is a must for this job

- Past experience in consulting or in a HQ department, with markets/Maisons animation is a plus