KERING Aftersales Manager

About Kering

Kering is a global, family-led luxury group, home to people whose passion and expertise nurture creative Houses across ready-to-wear and couture, leather goods, jewelry, eyewear and beauty: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, McQueen, Brioni, Boucheron, Pomellato, DoDo, Qeelin, Ginori 1735, as well as Kering Eyewear and Kering Beauté. Inspired by their creative heritage, Kering’s Houses design and craft exceptional products and experiences that reflect the Group’s commitment to excellence, sustainability and culture. This vision is expressed in our signature: Creativity is our Legacy. In 2024, Kering employed 47,000 people and generated revenue of €17.2 billion.

How you will contribute

• Aftersales/Beforesles Operations Management

• Manage and oversee the end-to-end After Sales and Before Sales process to ensure timely and accurate resolution of customer requests.
• Ensure all aftersales and beforesales activities are executed in compliance with company policies, procedures, and service level agreements.
• Monitor workload distribution and operational capacity to optimize service performance and resource utilization.
• Oversee repair approval, product assessment, spare parts management, and escalation processes.
• Ensure complete traceability and accuracy of aftersales and beforesales cases within the relevant systems.

• Team Leadership and Development

• Lead, coach, and develop the Aftersales team to achieve operational excellence and customer satisfaction targets.
• Set individual and team objectives and monitor performance through regular reviews and coaching sessions.
• Develop succession plans and identify training opportunities to strengthen team capabilities.
• Foster a customer-centric, collaborative, and continuous improvement culture.

• Stakeholder Management

• Act as the primary point of contact for regional and global stakeholders regarding aftersales operations.
• Build strong relationships with Retail, Customer Service, Logistics, and Brand teams.
• Collaborate with Headquarters to align operational priorities and customer service standards.

• Performance Management and Reporting

• Define, monitor, and analyze KPIs
• Prepare regular operational reports and present performance results to management.
• Identify trends, risks, and improvement opportunities through data analysis.

• Project Management

• Drive process optimization initiatives to improve efficiency, quality, and customer experience.
• Lead system enhancement projects and support digital transformation initiatives related to aftersales operations.
• Develop and implement corrective and preventive action plans to address recurring issues.
• Standardize operational processes and best practices across brands and channels.

• Financial and Vendor Management

• Monitor and control repair costs and repair expenditures.
• Support budget planning and forecasting activities.
• Manage relationships with external repair providers and service partners.
• Evaluate vendor performance and implement improvement plans where necessary.

Who you are

• Required Skills and Experience

• Minimum 5 years of experience in After Sales Services, Customer Service Operations, Retail Operations, or Luxury/Fashion industry.
• Minimum 2-3 years of people management experience.
• Experience managing multi-functional stakeholders and customer-focused operations.
• Luxury Fashion or Premium Goods industry experience preferred.

• Core Competencies

• Customer-centric mindset.
• Strong leadership and team development capabilities.
• Excellent stakeholder management and communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced international environment.
• Continuous improvement and change management mindset.
• Fluent written and spoken in Japanese, business level of English

Why work with us?

Kering is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enrich the workplace. It opens opportunities for people to express their talent, both individually and collectively, and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer, we welcome and consider applications from all qualified candidates, regardless of their background.

This is a fabulous opportunity to join the Kering adventure and to actively contribute to the development of the business by becoming part of a dynamic team in a global Luxury Group that offers endless possibilities to learn and grow. Talent development is a managerial principle at Kering, and we are committed to fostering internal mobility. Our common vision promotes leadership skills and helps every employee to reach their full potential in a stimulating and fulfilling workplace environment.