Customer Service Quality Manager (Luxury Retail)

Location: Singapore
Discipline: Supply Chain & Procurement
Job type: Permanent
Salary: Negotiable
Contact name: Sharianty Sjahril

Contact email: sharianty.sjahril@atomicgroup.sg
Job ref: #489_1718279964
Published: about 1 month ago

Customer Service Quality Manager (Luxury Retail / Consumer Retail)

  • Leading Luxury Retail MNC
  • Strategic Leadership Role
  • Location: Singapore, Singapore

About Our Client

Our client is a distinguished French luxury brand is celebrated for its minimalist design, impeccable craftsmanship, and timeless elegance. The brand has become a symbol of modern luxury, offering a wide array of products including ready-to-wear clothing, handbags, shoes, and accessories. Known for its high-quality materials, and meticulous attention to detail, the brand appeals to a discerning global clientele. It continues to set trends in the fashion industry while upholding a commitment to superior quality and understated sophistication.

Main Duties & Responsibilities

You will be responsible to oversee and enhance our after-sales services in the Asia region. The successful candidate will be responsible for the customer relationship management, maintaining high-quality standards, and ensuring customer satisfaction across all post-sales services required.

Key Responsibilities:

After-Sales Service Management:

  • Spearhead and execute after-sales services for all product categories in line with company SOP and standards
  • Ensure repair centers comply with established quality standards and expectations.
  • Monitor and manage repair lead times and service levels, including monthly reporting and analysis.

Claims Management:

  • Collect, analyze, and evaluate customer claims, maintaining accurate records in the claims follow-up system.
  • Provide comprehensive reports and feedback to central teams to improve product quality.

Customer Relationship Management:

  • Build and manage relationships with stores and wholesalers in the Asia region to support after-sales services
  • Serve as the primary contact for customer quality and after-sales inquiries from Asia stores and wholesalers.

Quality Control:

  • Conduct quality checks on products received at the main Warehouse.
  • Stay updated on product specifics and technical details to ensure high-quality standards are met.

Training and Support:

  • Collaborate with the Regional Training team to train and support retail stores and wholesalers on quality SOPs, standards and guidelines.
  • Ensure retail and wholesale teams are well-trained on quality topics, including product handling, storage, quality problem identification, and reporting.

Continuous Improvement:

  • Work with the Asia team to identify and address quality issues, continuously improving product and repair quality.
  • Develop and implement procedures, tools, training programs, and materials for Asia stores.
  • Propose and oversee improvement projects to enhance throughput and reduce costs.

Reporting and KPI Management:

  • Develop and maintain KPIs to monitor and report on after-sales service and quality activities.
  • Provide regular reports to senior management on service performance and quality improvements.

Team Leadership:

  • Foster a sense of teamwork and collaboration throughout the organization.
  • Act as a liaison between the Asia region and central teams, ensuring effective communication and feedback.

Candidate Profile

Our ideal candidate will be one who has most of the below criteria:

  • Bachelor's degree in Business, Supply Chain Management, Logistics or a related field
  • Minimum of 5 years of experience in retail operations, experience in Luxury Retail will be advantageous but not mandatory. Exposure to high-quality customer service FMCG Retail company will be satisfactory.
  • Strong communication, and customer relationship management skills.
  • Excellent problem-solving, and decision-making abilities.
  • Demonstrated ability to lead and act as a team player in a fast-paced, dynamic environment.
  • Proficiency in Microsoft Office Suite

Benefits

  • Innovative & Collaborative Culture: Be part of a forward-thinking company that values innovation and collaboration.
  • Career Growth: Opportunities for professional development and career advancement across the region and globe.
  • Comprehensive Benefits: Competitive salary, health benefits, and more.

Next Steps:

If this role sounds interesting to you then please send your CV to Shary at sharianty.sjahril@atomicgroup.sg preferably in Microsoft Word (MS Word) document format for a confidential discussion.

EA License No. 23S1885

Registration No. R1768342