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    06/03/2024

    KERING After Sales Manager

    Kering - Regular
    Hong Kong - Hong Kong SAR

    About Kering A global Luxury group, Kering manages the development of a series of renowned Houses in Fashion, Leather Goods, Jewelry: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, Alexander McQueen, Brioni, Boucheron, Pomellato, DoDo, Qeelin, Ginori 1735 as well as Kering Eyewear and Kering Beauté. By placing creativity at the heart of its strategy, Kering enables its Houses to set new limits in terms of their creative expression while crafting tomorrow’s Luxury in a sustainable and responsible way. We capture these beliefs in our signature: “Empowering Imagination”.

    To be the overall owner and responsible of After Sale Services & Repair Center Operations. Ensure correct strategy is made with efficient & effective after sales workflow and proper repair capacity is in place. Brand repair quality standards, service level and KPIs are executed in the repair and after sales processes.

    How you will contribute

    • Monitor operations performance (including Before Sale & After Sale ticket management, all self-owned & outsourced repair centers, spare parts, administration, inventory control (defective & damaged items), courier delivery, suppliers payment settlement and stores’ customer service & after sales operations) via established measurements to ensure respect of service and quality levels

    • Establish operation processes and procedures to ensure the quality of service operations, establish and define measurement, monitor KPIs, statistics and management reporting

    • Improve process & workflow continuously to optimize and increase operational efficiency and effectiveness (e.g. reduce repair lead-time, increase repair productivity, reduce the number of repair failed, etc.)

    • Review work of all team members, facilitate effective team interaction and utilize effectively each team member to his/her fullest potential

    • Initiate projects to align with After Sales development strategy

    • Ensure the proper management and quality standard of the Reconditioning flow according to the procedure and guidelines agreed with Brands and Kering HQ.

    • Assist Company & Corporate to define and implement after sales service strategy, build up and maintain an effective organization.

    • Propose evolutions of processes & procedures and to ensure a function coherence with Corporate

    • Implement and maintain a well-organized After Sales structure

    • Develop and implement Brands satisfaction and experience programs to improve and enhance service levels

    • Understand Brands needs and market competitors

    • Keep regular communication with Brands and HQ counterparts.

    • Responsible for P&L of the department

    • Support the Greater China After Sales Manager to prepare annual budget (FCT1 & FCT2), periodic budget review and monitoring on budget spending

    • Work with HR to develop training to increase the skills of the after sales team members

    • Organize, withing the Greater China region or with HQ, after sales services technical training for the team

    • Understand the volume growth needs from domestic and overseas market, define capacity and skill requirement accordingly

    Who you are?

    • Degree holder with a major in Engineering/Management /Business Administration

    • At least 8-year-experience in After Sales, Industrial Engineering, Logistics, Supply Chain Management, or related field including people management experience.

    • Good business planning experience as well as process improvement experience

    • Strong skills of analysis, planning, innovation, negotiation

    • Highly self-motivated, pleasant and outgoing personality with excellent communication skills

    • Pay attention to details and ability to work under pressure with result driven mindset

    • Proficiency on communication in both written and spoken in English.

    • Mature, patient, proactive and customer focused.

    • Excellent judgment, decision-making and problem-solving skills

    • Good team player & team building skills and people management experience

    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 up 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.

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