Reporting to the Care Services Manager, the supervisor is responsible for optimizing the Digital Care Service team in partnership with the manager, to achieve the qualitative and quantitative service level goals to support business. He/She will proactively foster the achievement of department KPIs, as well as assist the manager to coach, motivate, develop and train the team to ensure the successful execution of daily operations, ensuring the highest level of client experience and support is delivered to clients and retail. The supervisor is responsible for further developing loyalty of the client and promoting the brand and services offered at Louis Vuitton. The supervisor will be a role model to the team, representing the brand values and demonstrating the Louis Vuitton attitudes towards clients and team members.

Digital Care/Store Support:

• Lead the Digital Care Service team by ensuring the proper and accurate handling of inquiries related to Care Services via phone, email, chat and video
• Establish a client-centric mindset to ensure highest level of client experience and proactively address escalated client interactions.
• Communicate and inspire the team on department objectives and relevant business information (daily briefings, training).
• Create action plans to drive support and maximize Specialist productivity.
• Create an environment that supports open lines of communication with Retail and Client Care Services.
• Ensure successful completion or core tasks and service levels are met

Operations:

• Supervise the day-to-day activities of Advisors.
• Foster cross-department collaboration by working closely with supervisors, managers, etc.
• Proactively provide manager with recommendations and feedback regarding overall opportunities,
• leveraging expertise and knowledge within the team.
• Support the overall business, convey enthusiasm and passion via team animations, daily moments, share information and mentoring, improve operations, define and implement action plans to enhance performance.
• Ensure business opportunities are maximized through efficient floor management, being a visible presence and support, exploring creative solutions that will benefit the client and the brand, resolving complex client situations and ensuring the Louis Vuitton Promise standards are achieved.
• Communicate, support, maintain and ensure adherence to department and company standards, policies and procedures; providing feedback on discrepancies and needed changes.
• Monitor staff adherence to time and attendance, dress code and work environment guidelines.

Team Support and Development:

• Support Manager in ensuring the team delivers the Louis Vuitton Promise to every client, through demonstrating and modelling the 4 Louis Vuitton Attitudes.
• Support manager by defining performance targets, providing consistent coaching, helping to identify the team’s development and training needs, and offering suggestions for individual action plans
• Assist manager by making recommendations in identifying, recruiting and developing talents, securing succession plans in collaboration with manager.
• Lead and motivate the team to drive business: create a positive and harmonious work environment, build a strong team spirit and foster cooperation within the team and between managers.
• Execute necessary training and coaching to ensure commitment to KPI metric targets.

Please note this description is not intended to be all-inclusive. Employee may perform other related duties as required to meet the ongoing needs of Louis Vuitton/San Dimas Luggage.

PRINCIPAL SKILLS, KNOWLEDGE, AND PERSONAL ATTRIBUTES REQUIRED

• BA/BS Degree preferred 3-4 years in similar role leading people Retail background preferred.
• Bilingual: English/Spanish is a plus with ability to speak, read, and write English.
• Excellent verbal and written communications skills.
• Able to work autonomously, rigorous, detail-oriented, able to handle high volume and multi-task workload.
• Able to demonstrate a positive and enthusiastic attitude; team player and able to build good professional working relationships with peers and management in a multilingual and multicultural environment.