08/29/2024

SAINT LAURENT After Sales Manager

Saint Laurent - Regular
Paris - France

About Us Founded in 1961, Yves Saint Laurent was the first couture house to introduce the concept of luxury prêt-à-porter in a 1966 collection called ‘Rive Gauche’, synonymous with youth and freedom. This shift represented a first critical step in the modernization of fashion and revolutionized the sociocultural landscape. In 1999, the luxury goods division of the Kering Group acquired Yves Saint Laurent and, under the creative direction of Anthony Vaccarello since April 2016, continues to position the house at the summit of the luxury universe.

Within the Supply Chain Department of Saint Laurent, the After Sales Manager is responsible to provide the best after sale (including before sales) service for Saint Laurent final clients while improving the quality of the brand and coordinating the different teams worldwide that deal with After sales activities (Brand and group).

The after sales manager guides a team of 3 people and work closely with them to provide the network with improvement projects, define worldwide after sales procedures, data analysis, with the final goal to answer at best to clients‘ requests.

The After Sales Manager collaborates also closely with Production and Retail departments in a dynamic, international, and evolving context.

Responsibilities:

Team management, setting up the team goals, budget and roadmap.
Coordination of the After Sales teams within Production Business units. Organize Monthly meetings to review with them their service level. Participation to the creation and follow up of action plans and retail quality check.
Following up the implementation of regional repairs and the development of regional repair centers.
Issuing and implementing weekly and monthly reports related to KPIs on the operational service (Lead Time, rejection rate…) and the quality of our product (defective rate, ad hoc analysis)
Maintain and upgrade After Sales KPIs to improve final client service level, share main reports with WW Retail & Wholesale teams and Production to gain visibility on their Service level.
Secure client experience alignment between all actors of the AS process (Kering shared services teams, repair centers, client service, Administration…) and all channels (Ecom/Retail/Wholesale),
Coordination with the regions, training of technical teams to supervise the best way to reply to any claim and to update training documentation for the network to anticipate technical situations.
Participation in / Proactive proposal of projects to improve processes and systems, in close relationship with Production & Regional Retail teams.
Production and creation of aftersales training material, cascading the information making sure it is well received by the final users
Animation and organization of seminars grouping the after sales community 2 times per year

Qualifications:

Minimum 5 years of experience in a related filed (after sales, retail operations/quality, with some management experience).
Love for the product.
Independent and pragmatic, with problem solving skills.
Result driven person, proactive and willing to propose new solutions
Strong organizational skills
Good Analytical skills
Teamplayer & good communicator
Fluent in English and Italian, French as a plus.

SAINT LAURENT After Sales Manager

Saint Laurent - RegularParis - France

The after sales manager guides a team of 3 people and work closely with them to provide the network with improvement projects, define worldwide after sales procedures, data analysis, with the final goal to answer at best to clients‘ requests.

The After Sales Manager collaborates also closely with Production and Retail departments in a dynamic, international, and evolving context.

Responsibilities:

Team management, setting up the team goals, budget and roadmap.

Coordination of the After Sales teams within Production Business units. Organize Monthly meetings to review with them their service level. Participation to the creation and follow up of action plans and retail quality check.

Following up the implementation of regional repairs and the development of regional repair centers.

Issuing and implementing weekly and monthly reports related to KPIs on the operational service (Lead Time, rejection rate…) and the quality of our product (defective rate, ad hoc analysis)

Maintain and upgrade After Sales KPIs to improve final client service level, share main reports with WW Retail & Wholesale teams and Production to gain visibility on their Service level.

Secure client experience alignment between all actors of the AS process (Kering shared services teams, repair centers, client service, Administration…) and all channels (Ecom/Retail/Wholesale),

Coordination with the regions, training of technical teams to supervise the best way to reply to any claim and to update training documentation for the network to anticipate technical situations.

Participation in / Proactive proposal of projects to improve processes and systems, in close relationship with Production & Regional Retail teams.

Production and creation of aftersales training material, cascading the information making sure it is well received by the final users

Animation and organization of seminars grouping the after sales community 2 times per year

Qualifications:

Minimum 5 years of experience in a related filed (after sales, retail operations/quality, with some management experience).

Love for the product.

Independent and pragmatic, with problem solving skills.

Result driven person, proactive and willing to propose new solutions

Strong organizational skills

Good Analytical skills

Teamplayer & good communicator

Fluent in English and Italian, French as a plus.

同类职位

Saint Laurent - Regular
Paris - France