LVMH - Internship - Assistant Project Manager Client Services

Description de l'offre

Société : Sté Louis Vuitton Services
Secteur d'activités : Mode & Maroquinerie
In order to elevate the client experience across all points of contact with Louis Vuitton, we have launched a major project to redesign our Client Services (Contact Center) platform, using SalesForce Service Cloud console.
This project aims at improving the way we manage Client requests, to harmonize our processes and to simplify the experience of our Client Advisors in our Client Services.
We also aim at removing inefficiencies from multiple tools into a single one, to develop a 360° view of our Clients and to improve our collaboration with our stores and repair centers.
This project impacts 11 Client Services Centers around the world, manned with over 400 Client Advisors and Managers. These centers are handling our Clients' store calls as well as assisting LouisVuitton.com Clients when it comes to information on products availability & characteristics, services, complaints or purchasing over the phone.
You will join a team of 4 people in Paris who define Louis Vuitton strategy and tools executed by our local centers and engage with them to support them (sharing best practices on Client Experience, Quality, Sales, Training, Dashboarding, Order management, etc.).
 
Missions
Together with our Paris team, you will work closely with our Client Services Centers champions around the world, in order to deploy SalesForce Service Cloud, our new tool to manage our Client interactions (Emails and Calls).
- You will join the squad working in agile methodology to develop and deploy the projects in 2-week sprints.
- You will assist the product owner in gathering feedbacks from Champions on the squad proposals, in terms of process and features.
- You will participate in the User Acceptance Test phase, helping realizing tests and providing feedback to our business analysts and developers.
- You will work on the deployment package to ensure good level of understanding of the new features and expected behaviors from our Client Advisors and Team Managers across all centers.
- You will animate the newly created Yammer group of our Client Services teams
- In addition, you will work on other projects like deploying Chatbot on new countries or the implementation & set-up of a Mystery Shopping program for our worldwide Client Services activities.

Profil recherché

Expérience requise : Débutant
You must speak English fluently. French is a plus.
Project management.
Great communication skills.
Knowledge of call centre activities appreciated.
A couple of trips to Brussels, where our Client Services European hub operates, will be set-up.