SAINT LAURENT After Sales Manager

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: retail operations, production and also Kering plus his / her proper team.

The after sales manager guides a team of 3 people and work closely with them to provide leadtime & repair related improvements, define worldwide after sales procedures, data analysis, with the final goal to answer at best to clients‘ requests for high quality and fast responsiveness. To reach this, 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. Cross functional process with high dependency from production and retail operations 
• Coordination of the After Sales team within Production Business units. Organize Monthly meetings to review with them their service level. Participating to the creation and follow up of action plans.
• Following up the implementation of new regional repairs and the development of regional repair centers in overseas.
• 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 After sales 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 user
• Animation and organization of seminars grouping the after sales community once by year

Qualifications:

• Minimum 5 years of experience on after sales or repair (among which also management), ideally on leathergood products. Additional experience on retail operations is a plus.
• Love for the product, knowledge of leathergoods.
• 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. Capacity to play with many stakeholders. 
• Capable to influence stakeholders   
• Fluent in English and Italian, French as a plus.