Digital Resolutions Manager

Louis Vuitton Client Services is seeking a solution-oriented Digital Resolutions Manager with a client-centric mindset to join our team at our Irving, TX campus!

The Digital Resolutions Manager is pivotal in overseeing high-level client escalations, ensuring timely, discreet, and exceptionally effective resolutions. This role demands unparalleled problem-solving, superior communication, and a proven track record in delivering exemplary client service.

This leader will be a critical point of contact for sensitive client concerns, working across internal departments and leveraging advanced technologies to enhance client satisfaction and loyalty.

Other

Primary Responsibilities:

Responsibilities include, but are not limited to:

• Supervise, coach, and develop a team of up to 15 Resolution Advisors to ensure commitment to KPI targets.
• Manage and prioritize sensitive client escalations with discretion, professionalism, and adherence to luxury Brand standards.
• Conduct in-depth investigations and analyses of intricate client problems in order to understand the full scope of the issue, its emotional impact, and potential implications for Brand reputation.

• Set individual and team goals, proactively manage performance against company expectations, and foster a harmonious work environment.
• Monitor schedule adherence and communicate discrepancies to senior management and Human Resources.
• Attract, recruit, and retain a high-performing team in conjunction with the Talent Acquisition team.

• Conduct thorough root cause analysis of escalated issues to identify systemic issues and drive continuous improvement.
• Track key escalation metrics (resolution times, client satisfaction) and prepare insightful reports for senior management on trends, challenges, and proposed strategic solutions.
• Develop and implement bespoke, high-touch resolution strategies tailored to the unique needs of luxury clientele, in strict alignment with company policy.

• Collaborate with relevant departments to implement long-term solutions and process refinements, providing actionable feedback for proactive problem prevention.
• Contribute to the development of training materials and best practices for luxury protocols.
• Act as a liaison between high-value clients and internal teams to ensure seamless problem-solving.

Requirements:

• BA/BS in Business Administration, Communications, Hospitality Management, or a related field.
• 5+ years in a high-touch client service or client relations role, with 4+ years in escalation or resolution management within the luxury sector.
• Proven ability to manage and resolve complex, high-stakes client issues with discretion and efficiency.
• Proficiency in CRM systems (Salesforce) and contact center platforms (Genesys).
• Exceptional verbal and written communication skills, with the ability to articulate complex information clearly and concisely.
• Superior interpersonal skills to build rapport and trust with discerning clients and high-level internal stakeholders.
• Composed, professional, and empathetic demeanor under pressure.
• Excellent problem-solving, analytical, and critical thinking skills with attention to detail.
• Ability to work autonomously and collaboratively within a dynamic, fast-paced luxury environment.
• Requires Weekends, Evenings and Holiday availability in our Irving, TX location.

Additional information:

Louis Vuitton is a company that respects the uniqueness of each employee and offers everyone the means to find their place and prosper. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture passionate about meaningful strategies aimed at crafting an inclusive workforce.

In addition to a generous benefits package, unparalleled career development opportunities, both locally & globally, as an employee at Louis Vuitton, you can expect to be provided with industry leading training which will offer you an in-depth insight into the luxury and retail environment.

Founded in Paris in 1854, Louis Vuitton perpetuates the ambitious vision of its namesake. From his origins as a master trunk maker, manufacturing boxes used to pack both everyday objects as well as voluminous wardrobes, Louis Vuitton and his successors introduced numerous innovations including the advent of the flat-top trunk, lightweight canvas, signature patterns, and the tumbler lock. Today, Louis Vuitton’s legacy is expressed through its rigorous spirit of innovation, the boldness of its creations and an uncompromising demand for excellence.

At LVMH, people make the difference in the art of crafting dreams.

Our people fuel our dynamic, entrepreneurial culture. We value collective ambitions, encouraging our talents to push boundaries and champion a curious, audacious state of mind. Our commitment to excellence is…