Universe Manager (M/W/D)

In this role for the Vienna store, you will take ownership of the entire Client Universe. You will pilot client development and client experience efforts in the store, lead a team of Managers and Client Advisors within this scope and drive their personal as well as the wider team’s success. Together with the two existing Universe Managers with a product scope you form the senior leadership trio that supports the Store Director in bringing the business and team performance to the next level. This is a permanent, full-time role based in the Vienna Louis Vuitton boutique, reporting directly to the Store Director of one of top LV doors in EMEA.

We are seeking to fill this position at the earliest possible date.

ROLE & RESPONSIBILITIES

Client and Business Development

• Foster a client-centric mindset across all store levels, with a strong focus on developing the local clientele
• Design, implement and drive all client development activities in store, ensuring clients are nurtured across the full pyramid, from first-time buyers to top clients, through dedicated action plans
• Ensure a structured organization of daily, weekly and monthly clienteling actions to drive outreach, appointments, conversion, average basket and top client growth across a store team of 150+
• Collaborate closely with Team and Universe Managers to maximize sales across categories through tailored client initiatives supporting launches, animations, strategic priorities and daily business
• Own and develop all Private Client Relations activities in store: build strong relationships with existing and future top clients, ensure retention and growth through personalized action plans with their Client Advisor, and lead preparation and follow-up for international events
• Supervise and support Client Development Managers in organizing local events and in-store animations, ensuring sales targets are met or exceeded
• Work closely with regional head office teams to share market insights and ideas that maximize local client development opportunities in line with brand standards
• Take full accountability for store results across CRM, client development and PCR KPIs

Client Experience and Hospitality

• Design, implement and drive all Client Experience and Hospitality activities in store, ensuring managers and teams deliver the Louis Vuitton Promise to every client
• Supervise and support the client experience team, ensuring KPIs are met through coaching and a client-centric approach among hosts and Client Advisors
• Partner with the Retail Learning team on client experience topics and implement training strategies at store, team and individual level to maintain the highest service and hospitality standards
• Develop creative concepts for the private floor for daily appointments and product, event or PR activations with head office teams, while ensuring ROI is tracked
• Further strengthen the LV hospitality concept in store through hosting excellence, appointment culture, private floor usage, tools and training

Team Management and Development

• In addition to managing a small team of Client Advisors, lead and develop the Client Development Managers and the Team Manager in charge of client experience
• Provide regular coaching and feedback, identify development needs and define tailored action plans
• Ensure effective collaboration, target achievement and contribution to wider store priorities
• Build a strong team through recruitment, talent development and succession planning with the Store Director, HR Business Partners and other stakeholders
• Organize the team efficiently according to business needs, ensure smooth daily operations, motivate the team, encourage innovation and act as a role model

Store Leadership and Operations

• Lead by example on the shop floor as floor manager, host and appointment support; this is not an office-based role
• Collaborate with peer Universe Managers and the Store Director to form a strong leadership team and deputize when needed
• Partner with the Operations Manager and head office teams to drive operational excellence and maintain audit readiness
• Maintain effective store organization across staffing, scheduling, holiday and absence management, and ensure policies, standards and procedures are clearly communicated and implemented

• Extensive (minimum 5+ years) management experience in luxury retail or a strongly related field, including a demonstrated track record in high-level client development
• Skilled at developing larger teams in an international, multicultural setting, with the ability to lead, inspire and coach a variety of profiles, including experienced managers, towards performance excellence on a team as well as individual level
• Strong understanding of the luxury client experience and ability to find creative yet practical solutions for how to further elevate it in a fast-paced retail context
• Track record in dealing with high-end clientele as well as the ability to interact with high profile clients smoothly in a social professional setting, dinner/communication etiquette
• Excellent interpersonal communication skills, agility, empathy
• A strong passion for selling and client service as well as a strong dedication to driving and developing the team and client directly on the sales floor
• 360 business vision, high level of ownership as well as a demonstrated understanding of operational excellence
• Advanced coaching skills
• Strong animation and presentation skills – ability to animate workshops and presentations in front of larger audiences in an inspiring way
• Exceptional sense of ownership, resilience and strong work ethic
• Fluent English as well as strong German skills are a requirement, additional relevant languages a plus
• Willingness and ability to travel (Europe + international) to accompany clients on business trips as and when required, including some weekends

What we offer you:

At Louis Vuitton, you will become part of a Maison shaped by creativity, savoir-faire, and innovation. You will work in an international and collaborative environment where diverse talents come together to shape the future of luxury.

In addition to entering the world of exclusivity, you can also expect a wide range of attractive benefits.

Your benefits:

• Individual training and development opportunities within the LVMH Group, the world’s leading luxury goods company, to support both your professional and personal growth
• Attractive employee discounts on Louis Vuitton products
• Referral program with bonus rewards
• Participation in exclusive events in Germany and abroad
• Monthly lunch allowance
• Beauty services such as hairdresser or manicure appointments
• Company pension scheme
• Access to exclusive corporate benefits and partner offers

If you recognize yourself in this description, we look forward to receiving your application. Please note that we only consider online applications.