담당업무

1. AFTER SALES SERVICE

- Offers guidelines and policies of AS operations (A/S team, Stores, Artisans). Oversees the administration of these guidelines/policies. Interfaces with various departments, as needed, to address issues impacting service.

- Improve overall After Sales service level and After Sales product quality.

- Works with all functional departments and stores to provide adequate trainings and communication to meet and exceed customer expectations and growth challenges.

- Establishes and monitors AS KPIs

- Leads in handling customer’s inquiries, proposals and requests and develops effective work process to increase the customer’s satisfaction.

- Oversees customer inquiries handled by A/S Service team. Ensures effective resolution of customer problems, complaints and inquiries regarding repairs and product quality.

- Develops and controls Customer Relationship Management process to protect and improve The brand image & customer satisfaction in terms of customer After Sales Service.

- Prepares analysis and reports for A/S Service team.

- Handles ad hoc duties as assigned.

2. OPERATIONAL IMPROVEMENT

- Proactively identifies areas for operational improvement including tools and processes.

- Works with retail operations dept. and other cross functional teams for strategy development

- Benchmarks service against external market and uplift internal capability to differentiate.

- Develops and maintains awareness of industry best practices.

- Able to build and lead efficient After Sales Service process and improve weak areas.

?

3. PROJECT MANAGEMENT

- Proactively leads global projects to set-up efficient work process in stores. This will require knowledge of AS process, AS repair cases, store environment, & system.

- Need to have close communication with Global HQ.

- Should be able to train AS team members and store employees to deliver new process of the projects.

자격요건

ㆍ학력 : 대졸이상

ㆍ경력 : 경력12년↑

- Over 12 years of After Sales Service experience in retail industry, preferably in luxury retail industry

- Understanding on the operation flow of luxury/ retail industry

- Fluent in English. Fluency in French is a plus factor.

- Proficiency in MS office skills

- Experience in a management role with a strong track record of delivering results.

- Excellent project & People management skills

- Excellent communication skills with ability to understand technical problems and to execute solutions clearly.

우대사항

ㆍ영어능통자(원어민수준)

ㆍ관련 학과 전공자

ㆍ관련 자격증 보유자

ㆍ리더쉽 소유자

ㆍ유관업무 경력자