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 actions 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 Quality 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 Client Service & Experience 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…