LVMH - Process & Training Assistant

Description de l'offre

Société : LVMH Client services
Secteur d'activités : Autres activités
Process and Training Assistant assists the Process, Training and Quality Manager in creating, updating, optimizing and implementing tools and training materials for several LVMH Maisons.
 
Processes management:
Processes and Training Assistant actively participates to processes definition, implementation and optimization for all Client Services Front office and Back-office operations.
His/her tasks include process design and tools development:
- Organisation of process workshops with LVMH Maisons
- Update of services processes, design of client pathways with Maisons coordinators, and experts (Retail, Digital, CRM Fraud, logistics) or suppliers (ecommerce delivery contractors, software suppliers, ...)
- Formalization of execution processes for Client Advisors (procedures, tone of voice, answer templates
- Acceptance tests on IT evolutions related to processes
Knowledge management:
He/she helps administrating knowledge and information flow management for all client services teams:
- Regular update of processes
- Collection of necessary documents and templates
- Organization and data entry knowledge database to ensure an efficient information management for Client advisors
 
Training:
He/she actively contributes to client services teams initial and continuous training:
- Update of training plans on product and Maison information, processes or tools
- Formalization of training materials ; updating of existing materials ; preparation of internal communication documents
- Creation and animation of training complements (workshops, role games, client advisors post-training sessions)
- Preparation of training planning
 
Other: Quality management and Client Services Expertise:
He/she assists the Process, Training & Quality Manager in developing and implementing her Quality program.
He/she proactively proposes innovative luxury services related to processes, training and quality/customer satisfaction.

Profil recherché

Expérience requise : Minimum 2 ans
>  Bachelor or Master Degree in Business and Management
>  First 2-3-year experience and relevant experience in a similar job
>  First experience in project management, process definition and/or training in a client services environment is a plus
>  Luxury environment experience or at least retail in consumer goods experience is a plus
Autonomous and organized, he/she is results oriented and shows a great sense of service
Strong interest for service excellence and good relationship skills
He/she is bilingual English/French.