苏州招聘

Prestige Service Manager - 上班：徐家汇

(全球奢侈品牌集团，总部岗位，广阔的发展前景和培训机会)

Role Purpose

To be overall owner and responsibilities of customer service corporation of group - prestige branches. Ensure correct strategy is made and supported by respective brands.

Sufficient repair capacity is in place, brand quality standards are extended in repair process.



Key Accountabilities

1. Strategic planning and organization

Ø Assistant company and CS head to define service strategy of group - prestige brands Build up and maintain an effective organization

Ø Recruit qualified personal for both wholesale and retail



2. Service operation Management

Ø Establish cooperation processes and procedures to ensure the quality of service cooperation, establish KPIs and process

Ø Monitor all the operations (inc. repair, customer care, spare parts, admin, store CS cooperation), win the customer satisfaction

Ø Process improvement to increase efficiency



3. Service policy

Ø Define competitive service policies, pricing and offerings to win corporation

Ø Responsible for P&L of prestige brands



4. Training and people development

Ø Understand the volume growth trends from both domestic and overseas market; define capacity and skill requirement accordingly

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



5. Customer and retailer satisfaction

Ø Understand customer needs and market cooperation

Ø Develop Customer/ retailer satisfaction programs to accelerate sales

Ø Handling customer complains



QUALIFICATIONS / REQUIREMENTS

Ø 5 years of service cooperation management experience and for repair workshop management experience is preferred

Ø Good business planning experience as well as processes improvement experience.

Ø Hands on experience of managing service operation auditor project management, experience working in a matrix organization is preferred

Ø Excellent communication skills and cooptation skills, good learn skills and people management experience

Ø Highly self motivated person, willing to learn, adapt and take challenge

Ø Culture driven mind set and hands on working style

Ø Bachelor degree or above

Ø Fluent English

DB Talent is a European based recruitment company. Our Shanghai office opened in the 2001, and we have continually provided excellent professional service to our clients and candidates.