Senior Fashion Aftersales Service Manager

Job Descriptions:

• Structure fashion aftersales service organization and define the role and responsibility to each position to build up best organization to delivery ultimate luxury service
• Develop talent with adapted career path and structure evolution. Develop successor and fuel pipeline for key talent
• Escalate expertise by acquisition of perfect SAVOIR-FAIRE through training and coach
• Work out strategy planning and priority of fashion aftersales service team to achieve business demand and brand mission
• Arrange after sales service operation and monitor KPI performance to ensure service quality meet both company standard and client expectation
• SOP set up and continuously optimize process to improve productivity and efficiency. Work with related team to set up and improve end to end aftersales service process
• Handle special aftersales service case and work with related team to provide best solution to client and provide satisfied service
• Do after sales service statistics analysis and provide volume forecast and head count planning for business development and service expansion
• Monitor Quality issue and communicate with both global and local business team to minimize business impact
• Arrange technical and service training/workshop to team member and also retail team enhance whole after sales service performance
• Vendor selection, assessment, SLA set up and performance management. Also search and develop potential vendor for new project or new service.
• Market research for after sales information and evolution to support business development
• Work as project leader of local after sales service project by communicating all internal and external partners to make project implemented successfully.
• Involve and support global project to improve product quality and aftersales service capability
• Propose new initiative and develop service scope to meet business needs and enhance client satisfaction
• Support aftersales service activity from business team and enhance whole client journey

Person Specifications:

Academic / Professional Qualifications 

• College education with BA degree or above
• Business management related

Work Experience

• Minimum of 15 years  handing Fashion product quality issue and after sales service
• 10 years management experience, advantage of luxury industry
• Advanced technical knowledge of fashion product such as LG, CJ and RTW

Required Competencies

• Excellent in both spoken and written English
• Good computer knowledge (i.e. Microsoft Office Excel and presentation skill)
• Ability to engage and partner with clients and internal team on service and technical part development
• Quick learner & adapt to changes
• Dealing with ambiguity
• Good communication and interpersonal skills
• Master Technical knowledge of Fashion full category lines
• Careful and patient. Can work in pressure.
• Drive for result, identify problems with problem-solving skill
• Innovative and resilient
• Customer focus and excellent communication skill