Manager, Watches, Fine Jewelry Aftersales & Client Care

To be added by recruiter

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to CHANEL.

MANAGER – WFJ AFTERSALES AND CLIENT CARE

 About the Role

CHANEL is looking for an experienced individual to manage and oversee all operational functions within the WFJ After Sales Service team. The role is responsible for elevating WFJ client experience, relationship building, and education programs with internal and external stakeholders.

 What impact you can create at CHANEL

Education, Client Care, and Boutique Communication

• Partner with the WFJ Education Team and lead education program for After Sales services - including customer service training, care & handling and technical product training, global aftersales guidelines, international guarantees, policy changes/updates, price lists, lead times, etc. 
• Liaison between the WFJ Workshop and Retail. Assist retail clients in quoting repair estimates to end customers for nonstandard services.
• Provide prompt response to urgent client requests and communicate the details of complex repairs and alterations to ensure adherence to the global guidelines.
• Accountable for all after-sales service questions locally and globally.
• Manage Local/Market after-sales service policies.

Aftersales Management

• Organize and prioritize after-sales service workflow and support implementation of the S@VE System in collaboration with the global team.
• Manage team responsible for all claims inbound/outbound and the process flow within the workshop.

• Coordinate the end-to-end repair service, improvement of the lead-time, and adherence to quality standards.
• Manage communication regarding jewelry repairs with all Chanel-owned workshops and external subcontractors, prioritize urgent/rush repairs, monitor, and manage lead-times for all customer repairs.
• Lead continuous improvement of WFJ communication standards, reporting, and ideation in collaboration with Market and global teams:
  • Communicate with local and global teams on all WFJ spare parts issues for effective resolution.
  • Identify vulnerabilities within the Market and proactively address the issues/challenges.
• Partner with IT to ensure the needs of the WFJ repair management process are incorporated in all system upgrades.
• Oversee Claim and Spare Parts Inventory in Kardex and AX/S@VE; replenishment, inventory levels, accuracy/counts, manage communication on availability and distribution to artisans.
• Manage workshop SOP repository. Drive process improvements, SOP updates, and staff training.

Team Development

• Ensure continuous development of the team with a focus on succession planning and career development. Create and drive a development plan for the admin team. Conduct annual goal setting, progress conversations, and reviews.
• Coach and support the team, elevating their skills and expertise to deliver adequate support for internal teams and client satisfaction.
• Facilitate regular team communication to ensure that priorities are met, and global and local initiatives adhered to.
• Proactively identify, address, and resolve employee needs/issues in a professional manner and in accordance with Chanel standards, policies, and procedures; partner with senior manager if needed.

You are energized by…

• Working in a highly collaborative environment
• Navigating complexity and supporting consistent transformation and change
• Collaborating with passionate teammates
• People leadership, coaching and development
• Connecting the dots on problems, bring a key eye for details and expert problem perception
• Elevating client’s experience by providing superior client service
• Being an ambassador to the CHANEL brand with internal and external clients

Section 4: What you will bring to the team...

Minimum 3 years of client aftersales service in the luxury brand environment

Watches and Fine Jewelry knowledge from product quality and technical perspective

Experience working in an operations, technical, or luxury retail environment

Ability to collaborate across departments and teams

Strong written and verbal communication skills

Presentation skills, ability to convey technical and IT information

Project management skills

Ability to multitask and handle multiple projects with the same level of urgency and accuracy

Analytical skills for in