Universe Manager

About The Job
In this newly created 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.

Job responsibilities

Role & Responsibilities
Client and Business Development

• Foster a strong client-centric mindset across the store, focusing on developing and retaining local clientele.
• Design and lead client development initiatives to engage clients across all segments through structured action plans.
• Oversee daily clienteling activities to drive outreach, appointments, conversion, and top-client growth across a large team.
• Collaborate with Team and Universe Managers to maximize sales through tailored initiatives supporting launches, events, and priorities.
• Lead Private Client Relations (PCR) by building and maintaining relationships with top clients and ensuring successful event follow-up.
• Support Client Development Managers in organizing events and achieving sales targets.
• Partner with regional teams to share market insights and identify new local opportunities.
• Accountable for all CRM, client development, and PCR KPIs.

Client Experience And Hospitality

• Lead all client experience and hospitality activities to ensure the Louis Vuitton Promise is consistently delivered.
• Coach and empower the client experience team to achieve satisfaction KPIs and strengthen a client-focused culture.
• Partner with Retail Learning to implement training strategies ensuring service excellence.
• Optimize use of the private floor for appointments and events, collaborating with Head Office and tracking ROI.
• Further develop the LV hospitality mindset through appointment culture, hosting excellence, and dedicated training.

Team Management and Development

• Manage and develop your own Client Advisors, as well as Client Development and Client Experience Managers.
• Coach leaders, identify growth opportunities, and create tailored action plans.
• Promote collaboration, performance, and alignment with store objectives.
• Build a strong team through recruitment, talent development, and succession planning with Store Management and HR.
• Create a motivating work environment that fosters empowerment, innovation, and teamwork.
• Act as a role model, embodying Louis Vuitton attitudes and values.

Store Leadership and Operations

• Lead by example on the shop floor to ensure an exceptional client and team experience – this is a hands-on role.
• Collaborate closely with Universe Managers and the Store Director as part of the leadership team; act as deputy when required.
• Partner with Operations and Head Office to maintain operational excellence and audit readiness.
• Oversee staffing, scheduling, and absence management to ensure smooth daily operations.
• Ensure all Louis Vuitton standards, policies, and procedures are effectively communicated and implemented.

Profile

• 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

Reference LVM30351