Head of customer care (H/F)

Job Description

As part of its digital activities’ development, LVMH is looking for head of customer care. In an international context, your main missions will be:

• Creation of the customer relationships department:
  1. Define the strategy allowing to offer to our customers a service of very high quality while keeping an economic realism
  2. Frame and plan the project
  3. Define and formalize the expected Level of quality
  4. Setup tools: write specifications, identify providers, launch RFP, followed by the implementation
  5. Creation of an internal team fascinated by the marketed products
• Daily management:
  1. Guarantee the quality of the relation with our customers
  2. Be a major contributor of the sales development of the business
  3. Carry the voice of the customers inside the organisation to make sure of a constant quality’s improvement
  4. Manage the team: annual objectives, procedures, training
  5. Pilot the performance indicators of the department and the level of customer satisfaction

Qualifications

You are 7 - 10 years experienced in the field of Customer relationships. You ideally participated in a new activity's launch project. You have a good understanding of luxury environment and you are very customer-oriented.

You speak necessarily French and English. One or several other languages would be a plus.

Dynamism, rigour, client orientation, enterprising mind and agility will be your assets to be successful in your missions.