After Sales Operations Project Manager

  • Company: TAG Heuer HQ
  • Country / Region : Switzerland
  • Business group: Watches & Jewelry
  • Contract type: Permanent Job
  • Function: Sales
  • Experience required: Minimum 5 years
  • Reference No.: TAGH00703
  • Date of publication: 2020.10.26

Position

Under the responsibility of the Customer Service Operations Manager, the After Sales Operations project manager will oversee the coordination and follow-up of the international repair activity. He/she will contribute actively in the definition and implementation of a new international service policy, the monitoring of KPIs, and the support of all repair centres for both mechanical and connected watches.

Main tasks:

  • Design and coordinate a support process for our International repair network in coordination with the commercial, logistical, development and quality departments to manage claims & questions
  • Participate in the implementation of a global service policy that aims to improve the satisfaction of our customers and to simplify the operational & decisional tasks for the staff (prices, commercial guidelines, spare parts delivery, IT tools)
  • Investigate the current logistical workflows for the whole after sales activity (transit of watches, temporary import processes, taxes & customs constraints, spare parts shipments & stocks) to reduce costs and optimize lead-times
  • Take part in the development of the after sales service's digital & IT tools, to help building an efficient and harmonized processes
  • Update the mapping of all our After Sales partners and monitor their activity by developing accurate and user-friendly dashboards

Profile

- University education with 3 to 5 years of relevant experience in projects management, ideally in an after-sales service

- Technology lover, mastering IT tools and databases (Power BI is a plus)

- Experienced with the use of an ERP (SAP type)

- Proven initiative and ability to champion a project from conception through implementation in an international environment

- Excellent writing, communication and presentation skills in both French & English

- Ability to provide trainings for after sales administrative agents and sales staff

- Aspiring to great team work, autonomy and multi-tasking

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Watches & Jewelry

The most recently established of the Group's activities, the Watches & Jewelry sector brings together leading Houses with complementary positions.

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