Assistant Manager, After Sales, South Coast Plaza

Assistant Manager, After Sales, South Coast Plaza

At CHANEL, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to CHANEL.

Oversee after sales service for Fashion and Watch and Fine Jewelry in accordance with global and local guidelines, policies, and procedures. The manager will be responsible for the operational processes, workflow of the workshop, efficiency, finances, and overall client experience for Fashion and Watch and Fine Jewelry after sales service.

Partner with the Boutique Director on strategy and vision for CHANEL After Sale Service for the boutique.

Oversee and analyze performance of after sales service center and 3rd party vendors using Daily Operational Control, Efficiency and Productivity Control, Volume, Lead Times, Warranty Rate, Come Back Rate, Parts Usage Trends and other KPI's to identify areas of improvement and implement action plans to enhance the Client Experience.

Report on results with local and global management teams optimize Process and Procedures

Develop processes for after sales to ensure quality, timeliness and consistency that will drive the client experience and customer loyalty

Consistently improve process and procedures at the boutique and Workshops to reach the brand performance and client experience objectives

Ensure that service repairs are performed efficiently and correctly by conducting spot checks on jobs

Ensure workshops are equipped with recommended equipment

Create and maintain positive relationships with cross functional support teams and 3rd party vendors or suppliers

Define and organize continuous enhancements to our customer service offering through improved communications, proactive alerts and creating close partnerships and relationships with the retail and wholesale network as well as CHANEL clients

Organize regular reminders for boutiques on proper procedures via communications (newsletters, meetings, memo, etc.)

Attract and retain talent for the after-sales service staff

Support, train, motivate, counsel, and monitor the performance of all after sales service staff

Define and organize the technical training patch for each technician consistent with global guidelines

Oversee the administration, processing, and handling of repair claims through team of assistant managers

Conduct quality audits and assessments as needed

Provide input and execute global quality improvement plans

Develop and maintain central stock watch battery refresh program

Manage retail and M  product returns at central stock are controlled and addressed

Manage escalated client issues and coordinate timely resolution to ensure client satisfaction

Monitor the level of service delivered to CHANEL after sales service clients in the boutique

Coordinate projects related to measuring client satisfaction and leverage learning to further improve our after-sales service offering

The history and heritage of The House of CHANEL

Building collaborative partnerships and relationships

Fostering a meaningful client experience centered around inclusion and connection

Being comfortable in the middle of complexity and ambiguity

Creativity and innovation by testing, learning, and taking new risks

Minimum 5-7 years of related experience in a repair or technical oriented field preferred

Bachelor's degree (preferred)

Ability to lift 15 lbs.

A flexible schedule with the ability to work late nights, weekends, and some holidays

Exposure to multiple boutique business functions and categories

Growth in additional business and functional areas of the retail business

Opportunity to collaborate and succeed as a team with colleagues and cross-functionally

Further grow and develop your skill set with thoughtful career development workshops and self-directed learning modules

The anticipated base salary range for this position is $70,200 through $100,000. Base salary is one component of the total compensation for this position. Other components (may/will) include additional compensation, benefits, and perks.

Flexibility (flexible time and hybrid work options)

Wellbeing resources include dedicated paid time off for wellbeing and a Wellbeing fund

Family and care giving benefits (inclusive of parental leave, fertility support, Milk Stork, and  Membership)

Generous paid time off policies to include vacation, holiday, sick and volunteer days

401K, pension, and other incentives

Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance…