Retail Client Experience Manager

Overview

Louis Vuitton is a leading French luxury Maison and part of the LVMH group, recognised worldwide for its leather goods, ready-to-wear and accessories. The brand combines artisanal craftsmanship with global retail sophistication and pursues continual innovation across boutiques, digital platforms and client services.

Role & Responsibilities

• Design, deploy and coordinate global strategic programmes to evaluate and elevate the in-store client experience.
• Manage relationships with external vendors and platform providers supporting client-experience initiatives.
• Integrate insights from mystery shopping, voice-of-customer programmes and social listening into actionable improvement plans.
• Translate data and qualitative feedback into tools and change-management materials for retail teams.
• Analyse retail performance and client-experience metrics to identify opportunities and implement pragmatic solutions.
• Serve as primary internal stakeholder contact for regional teams, aligning expectations and ensuring clear, consistent communication.
• Lead cross-functional workshops, presentations and project meetings with Retail, Operations, Marketing, IT and external partners.
• Monitor project progress, impact and budget adherence, ensuring timely delivery of agreed deliverables.
• Collaborate with Operations, Learning, Digital and Retail teams to ensure coherent, frictionless customer journeys across touchpoints.
• Act as an ambassador for the client experience and contribute to brand-elevating, cross-disciplinary initiatives (hospitality, uniforms, etc.).

Qualifications

• Minimum seven years' professional experience in retail, customer experience, or project management; preference for in-store and international exposure.
• Master’s degree in business, marketing, project management or equivalent.
• Deep familiarity with luxury clientele behaviour, codes and lifestyle expectations.
• Strong analytical capabilities with proven ability to convert data into concrete, operational recommendations.
• Excellent communication and stakeholder-management skills; experienced in leading cross-functional initiatives.
• Fluent in English.
• Proficient with Pack Office (Excel, PowerPoint).

Skills

Experience

Minimum seven years' experience in retail, customer experience or project management, ideally including hands-on boutique exposure and international assignments.

Education

Master’s degree in business, marketing, project management or equivalent.

Culture

The Maison fosters a culture of craftsmanship, ambition and creativity rooted in luxury retail excellence. As part of LVMH, teams operate in a high-performance, international environment that values inclusivity, diversity and long-term talent development.