Senior Fashion Aftersales Service Manager

7 months ago


Shanghai, China CHANEL Full time

Description

s : 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

What you can bring to the team

Person Specifications:

College education with BA degree or above Business management related 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 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

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