Métiers of Retail
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AN ESSENTIAL ROLE FOR OUR SUCCESS
For the LVMH Group, product excellence naturally goes hand in hand with retail excellence. This is reflected in the Group’s commitment to its stores as well as its recent investments, from the reopening of La Samaritaine in Paris, after a 15-year renovation, to the refurbishment of the iconic Louis Vuitton flagship store in Ginza, Tokyo. But what would a store be without all its talented staff? From the salespeople to the managers, operations managers and store managers, these members of staff welcome customers every day, present them with the latest products carefully selected according to their individual profiles, and tell them all about the Maison’s unique expertise. They play an extremely strategic role.
Customers come to the shop to have an emotional experience, and to meet sales advisors who enhance the product through the story they tell them. So, they really are extraordinarily powerful.
VALÉRIE VON FERSTEL
LVMH RETAIL TALENT DEVELOPMENT DIRECTOR
THE ROLE OF STORE MANAGER
Retail excellence: the final stage of our value chain. This is where our customers discover our products and buy them. Talented retail staff are the heart and soul of a store, and deserve special attention within each Maison and within the Group as a whole.
5 664
STORES
80 000
EMPLOYEES
3 900
STORE MANAGERS
DISCOVER MÉTIERS OF RETAIL
- Retail Management position holders are responsible for managing several stores. They are in charge of developing Store Teams, overall business and client base. They report to Country Managers (classified in ‘General Management’ function).
- Key Store Managers position holders are responsible for managing Key Maisons stores: either highest turnover or emblematic store for the brand in key markets across the world. They manage all aspects of the store, teams, inventory , client base and overall business results.
- Store Management position holders are responsible for the day-to-day operations of a retail store. They manage all aspects of the store, teams, inventory , client base and overall business results.
- Team Management position holders are responsible for motivating a subset of the Store team and ensuring that training requirements are met. They manage client advisors and oversee a specific product universe or category.
- Client Advisors teams are in charge of providing a high level of Client excellence and sales, and develop a long term client relationship to the brand. They are responsible for a specific product category or able to sell across the brand.
- Client Services / Call Center teams are in charge of communicating with clients in a variety of ways: by telephone, by e-mail, fax, mail or face-to-face. Their responsibilities are to find a solution to a customer's issue, help customers with product selection, or deal with after sales care.
- Store Operations and Services teams are in charge of facilitating all store operation processes: delivery, cash processes, inventory, stock quality, transfers, after Sales product flow, packaging inventory, as well as reducing preventable losses in stores through theft or fraud.
- Retail Training / Learning teams are in charge of collaborating with the commercial management ( Region, country or HR) to roll out and lead training programs in stores on products, clienteling or selling techniques. They are capable to coach and train in groups or individually. They can also provide and design training content at central level to then be executed and rolled out to store teams.
- Retail Performance & Excellence teams are in charge of supporting the development of the performance culture and the stores in enhancing their performance on a daily basis. They design and implement management tools & KPIs to measure and optimize the Store operations and share best practices across their organisation.
OUR EXCEPTIONAL TALENTS
THE ART OF RETAIL
ART IN ALL ITS FORMS
LVMH has always been passionately committed to the world of art, which is a source of inspiration for its exceptional products that are created from the perfect mastery of the finest craftsmanship and rarest professions. For this reason, in addition to their patronage policy, since the 2000s the Group and its Maisons have fostered a partnership that has transformed the customer experience: that of art and architecture.
THE ART OF EXPERIENCING ART
LVMH has always been passionately committed to the world of art, which is a source of inspiration for its exceptional products that are created from the perfect mastery of the finest craftsmanship and rarest professions. For this reason, in addition to their patronage policy, since the 2000s the Group and its Maisons have fostered a partnership that has transformed the customer experience: that of art and architecture.
THE ART OF SHOPPING
At a time when the virtual world continues to expand, there is a growing desire—and need—to return to the simple pleasures of walking around, being surprised, and also feeling fulfilled. Stores belonging to the LVMH Maisons are keen to celebrate reality, a realm of emotion if ever there was one, where time for contemplation can be recaptured.
THE STORE AS A CULTURAL DESTINATION
When the setting and products on offer already transcend any sense of reality, routine and reason, isn’t shopping the perfect time to explore new worlds? At Le Bon Marché, the collection of contemporary artworks commissioned by the brand 30 years ago is displayed on the department store’s floors: paintings, sculptures, drawings and photos have all been chosen for their intrinsic beauty, evocative power and the questions and feelings they raise.
THE ART OF REIMAGINING RETAIL
... reimagining the field of artistic expression: this is the bold commitment of the LVMH Group and its Maisons to breaking down barriers, pushing back boundaries, nurturing a continuous dialog between artists and the public, and offering everyone, and more importantly each person, the shock of experiencing emotion here, somewhere else and right now.
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