Director of Business Performance, Client Services

As the Director of Business Performance, Client Services, your key responsibilities will include:

• Strategic Analytics & Performance Leadership: Lead the development and implementation of a comprehensive operations analytics framework to monitor business performance, support decision-making, and drive continuous improvement. Establish and manage key performance indicators, dashboards, and reporting tools that serve as a single source of truth across the organization.
• Business Insights & Forecasting: Leverage complex data, predictive analytics, and performance trends to identify opportunities, anticipate future outcomes, and provide strategic recommendations that improve operational effectiveness and business results. Partner with workforce planning to validate staffing models and evaluate service delivery proposals.
• Operational Excellence: Ensure the business achieves key performance indicators including service levels, handle rates, sales targets, and expense management. Continuously assess operational performance and recommend solutions that enhance efficiency, quality, and the client experience.
• Stakeholder Engagement: Build strong partnerships with senior leaders across Client Development, Client Services, Finance, Commercial Operations, and Omni-channel functions to provide actionable insights and influence strategic priorities. Serve as a key liaison with Louis Vuitton Paris Headquarters to communicate local business ambitions and support the operating model for the Americas Zone.
• Commercial Partnership: Collaborate with retail and digital partners to establish an information-sharing ecosystem that identifies emerging trends, supports commercial opportunities, and strengthens cross-functional alignment.
• Budget Oversight: Oversee the call center operating budget across all allocated line items, ensuring accurate tracking, fiscal compliance, and cost-efficient service levels. Partner with Finance to deliver monthly forecasts and proactively identify capital, operational, and headcount needs or savings opportunities.

This is an exceptional opportunity for a strategic and results-driven leader who is passionate about client experience, business performance, and operational excellence. The ideal candidate brings deep analytical expertise, strong financial and commercial acumen, and a proven ability to influence cross-functional stakeholders in a fast-paced environment.

The ideal candidate will offer:

Education: A bachelor’s degree in a quantitative field such as STEM, Data Analytics, Operations Management, Business Administration, or a closely related discipline.

Experience: 10+ years of experience leading business performance, operations analytics, or strategic planning in high-velocity, short-implementation environments such as e-commerce, retail, or digital services.

Leadership Skills: Proven success leading cross-functional teams, managing complex initiatives, and building and motivating high-performing teams through change.

Analytical Expertise: Strong experience in business forecasting, capacity modeling, cost optimization, and performance management, with the ability to translate complex data into clear operational insights and strategic recommendations.

Technical Proficiency: Advanced analytical fluency and expertise with business intelligence and reporting tools such as Power BI, Salesforce, or equivalent platforms.

Communication & Influence: Excellent stakeholder management, communication, and influencing skills, with the ability to engage effectively across functions and seniority levels.

Business Acumen: Deep understanding of core contact center KPIs and strategies to optimize output, agent performance, and cost efficiency while maintaining an exceptional client experience.

Mindset: A proactive, innovative, and adaptable approach, with strong problem-solving and decision-making skills and a passion for operational excellence and continuous improvement.

Industry Exposure: Experience in a contact center and/or luxury retail environment is preferred, but not required.