Customer Experience Director
23 ore fa
Buccellati, a renowned Italian jewellery Maison, is seeking an experienced professional to oversee its after-sales management. The ideal candidate will possess a deep understanding of the jewelry industry and be proficient in managing repair processes, ensuring timely and high-quality service.
Job OverviewBuccellati is part of the global luxury group Richemont, known for its exquisite craftsmanship and unique creations. As After-Sales Manager, you will work closely with local Richemont teams, external repair partners, and suppliers to develop and implement efficient workflows.
The role involves:
- Designing and implementing a structured process for managing repairs and after-sales issues
- Overseeing relationships with external repair partners and suppliers, focusing on performance and technical assessments
- Defining a training path for craftsmen/repairers tailored to Buccellati's specific needs
- Establishing and monitoring key performance indicators (KPIs) related to repair turnaround times, customer satisfaction, and service quality
You will also analyze after-sales data to identify trends, areas for improvement, and potential cost savings. Collaboration with internal teams, such as Customer Service, Product Development, and Quality Assurance, is essential to ensure alignment with Richemont's After-Sales platforms.
RequirementsTo be successful in this role, you should have:
- A bachelor's degree in Business, Engineering, or a related field
- Proven experience in after-sales management (5 years preferred)
- Strong knowledge of the jewelry industry, including design and workflow optimization
- Fluency in Italian and English
- Excellent communication and interpersonal skills
- Familiarity with CRM and service management software
We offer a competitive salary package, including an estimated annual salary of $120,000-$150,000, depending on location and experience. You will also enjoy a range of benefits, including opportunities for professional growth and development within the Richemont group.
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