Website LVMH
Job Description:
As an EXPERT CLIENT ADVISOR in CARE SERVICES you will lead the development of operational excellence in-line with the Care Services standards of the Brand. You will embody advanced knowledge in Care Services, and ultimately empower this knowledge through trainings and workshops. You will lead expertise in Care Services, building and executing business strategies and supporting the selling teams with best-practice, know-how and client experience. You will demonstrate impeccable product knowledge, while maintaining a highly analytical and commercial mind-set.
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Job Responsibilities:
- According to store: support the Client Advisors in optimizing match to traffic and better adapt aftersales to Clients needs
- Develop your expertise in carrying out in-store repairs to the quality standards expected, and driving this through trainings and 1:1 sessions
- Ensure regular follow up with clients regarding their items or queries
- Manage the aftersales feedback on Voice with team members and mangers and create actions based on the feedback.
- Be responsible for leading the development of all team members in Care Services, and around the network. Supporting regional locations where necessary.
- Ensure regular communication with the stock team to ensure the correct management of defective exchanges.
- You will use your Expert knowledge to communicate and inspire the team on corporate strategy and relevant business information (animate team briefing sessions, trainings etc)
- By reviewing Care Services performance, you will meet 1:1 with Client Advisors to coach and develop bespoke action plans relating to missed opportunities and provide feedback to relevant line managers
- As well as driving the development of Care Services expertise in your store, you will additionally be a point of contact regionally.
- Develop the highest Brand and product knowledge
- Ensure full process and customs requirements for repairs and shipments to Paris Repair Centre are met with 100% accuracy to avoid additional delay.
- Achieve individual and team objectives and be accountable for the Care Services results vs targets.
- Ensure immaculate organisation of the Care Services and Repairs area, driving best-practice and developing new ideas with your manager
- Leading by example and demonstrating leadership, ensure quality issues/repairs are properly dealt with, in-line with lead-time targets
- You will possess and maintain a strong, in-depth, and highly technical expertise which you will use to drive and develop Care Service performance, inclusive of qualitative in-stock inventories.
Job Requirements:
- Master a deep knowledge of your category, and be able to deal with the most demanding client situations
- Be a partner to your Manager; Ability to provide Head Office with feedback relating to Care Services, and any missing opportunities
- Working closely with the RPM, Logistics & Supply Chain teams, build the best possible regional and international Care Services communications – Finding solutions and strong results vs objectives and new opportunities
- Create and implement specific action plans to proactively drive the business and maximize Care Services performance through: Organization / Inventories / My Repair follow up / Tool box and spare parts for in store repairs
- Be the Ambassador and role model of your category – demonstrating an active, genuine passion and strong enthusiasm, by demonstrating pro-activity.
Job Details:
Company: LVMH
Vacancy Type: Full Time
Job Location: London, England, UK
Application Deadline: N/A
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