南京招聘

OVERVIEW

Job Title:

Prestige Service Manager/Customer Service Manager

Business unit:

Customer Service

Geography:

China

Role Purpose:

To be overall owner and repositions of Customer Service operation of SG Prestige brands. Ensure correct strategy is made and supported by respective brands; sufficient repair capacity is in place. Brand quality standards are executed in repair process. Appropriate service offer to the customer.

ACCOUNTABILITIES:

Accountabilities (max 8)

Key Activities (max 4 per accountability)

1.Stretegic planning and organization

l Assist Company and CS head to define service strategy of at SG prestige brands. build up and maintain an effective organization

l Recruit qualified personal for both wholesale and retail

2. Service Operation Management(wholesale and retail)

l Establish operation processes and procedures to ensure the Quality of service operations. Establish measurements, KPIs and management reporting

l Monitor at the operation (includes repair, customer care, spare parts, admin store CS operation) via Established measurements to win the customer satisfaction

l Process improvement to increase efficiency

3. Service policy and offerings

l Define competitive service policies, pricing and offerings to win competition in the marketplace

l Responsible for P&L of prestige brands

4. Training and people development

l Understand the volume growth trends from both domestic and oversea market, define capacity and sill requirement accordingly

l Work with training manager and HR to develop trainings on both watch maker trainings and customer service trainings

5. Customer and retailer satisfaction

l Understand customer needs and market competition

l Develop customer/retailer satisfaction programs to accelerate sales

l Handing escalated customer complaints

QUALIFICATIONS/REQUIREMENTS:

Industry/domain

l 8 years of Service operation management experience and/or repair workshop management experience is preferred

Necessary Knowledge and Experience to be able to do the job

l Hands on experience of managing service operation and/or project

l Excellent communication skills and coordination skills. Good teams motivate and people management experience.

l Highly self-motivated person, willing to learn, adapt and take challenge;

l Quality driven mind set and hands on working style

Education and Certification Requirements

l Bachelor degree or above

l Fluent English in written and verbal

Job Specific Technical Requirements

l Strong capability in Statistics, analysis, and business reporting is needed