Louis Vuitton · 2 days ago
Digital Resolutions Manager
Irving, TX
Full-time
Onsite
Senior Level
5+ years expLouis Vuitton Client Services is seeking a solution-oriented Digital Resolutions Manager with a client-centric mindset to join their team at their Irving, TX campus. This role is pivotal in overseeing high-level client escalations, ensuring timely and effective resolutions while managing a team of Resolution Advisors and collaborating across departments to enhance client satisfaction.
ApparelFashionLifestyleRetail
Responsibilities
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
Qualification
Required
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
Benefits
Generous benefits package
Unparalleled career development opportunities
Industry leading training
Company
Louis Vuitton
Louis Vuitton is a fashion house and luxury retail company. It is a sub-organization of LVMH.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Jon Shimp
Vice President Risk Management
Recent News
2025-12-30
Global Cosmetics News
2025-12-30
2025-12-30
Company data provided by crunchbase