After Sales Service Manager

  • Company: Loro Piana Italy
  • Country/Region: Italy
  • Business group: Fashion & Leather Goods
  • Contract type: Permanent Job
  • Function: Supply Chain
  • Experience required: Minimum 5 years
  • Reference No.: LORP00661
  • Date of publication: 2019.10.07

Position

The Customer Services Manager role is focused on defining and developing Services portfolio and guidelines which will be launched and installed globally in all stores and customer communication touchpoints.

Services will be mainly focused on products maintenance, repair and personalization pre, during and post usage.

Main responsibilities:

Services Portfolio development

While designing  and developing the services portfolio, the manager will define:

  • List and details of services linked to Product maintenance, repairs and personalization categories
  • Type of pricing and offering execution pre, during and post product usage
  • Legal aspects that are required to be developed globally and by region
  • Communication guidelines for each type of services by category
  • List of internal and external resources to execute globally and by region

Services Procedures and Processes

For each service in the portfolio and by category the manager will define:

  • Deployment and execution procedure to develop globally and by region
  • Processes and procedures to identify and implement execution with third parties globally and by region, and to analyse the execution of each service and how to collect feedback and satisfaction by customers
  • Processes to offer and execute each service by stores and any interaction touchpoint

Services analysis and improvement

During Services execution in all regions and through all touchpoints, the manager will ensure:

  • Global and regional analysis of results, satisfactions and issues
  • Communication, tracking and follow up tools and guidelines linked to Service Quality Rating Identification of improvements and maintenance requirements for all categories and by execution touchpoints

Profile

  • 5 to 8 years of experience in After Sales (focused on maintenance, repairs or supplier relationship management) or similar
  • Proved experience in effectively managing communication of process and procedure in a cross function role
  • BA required (Engineering, Business Administration, Statistics) data analytics, psychology, design, marketing or technology)
  • Strong analytical skills
  • Capacity to work on a project-based environment autonomously
  • Must be a problem solver and able to identify strengths and weaknesses of alternative solutions, conclusions or approaches to problems
  • Able to develop and deliver ambitious change management programs, run analysis and models to understand correlations and root causes
  • Curiosity, strong drive to overcome organizational barriers and set-backs, great capacity to listen and decode weak signals
  • Excellent interpersonal and effective communication skills
  • Proficiency with MS Office Suite
  • English is mandatory; any other European language is a plus
  • Willing to travel abroad frequently
Apply

Fashion & Leather Goods

Houses with a unique heritage and young emerging brands make up this exceptional division. Each of their creations becomes an object of desire, imbued with timelessness.

Discover the business group