Associate Manager, Personalization and Repairs

Associate Manager, Personalization and Repairs

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The Associate Manager, Personalization and Repairs will support After Sales projects, oversee personalization, and manage repair activities within our Distribution Warehouse in Ridgefield, NJ. This position serves as the principal technical expert for personalization processes, directly enhancing Dior products while maintaining our quality standards. This role requires proactivity in managing activity levels, strategically allocating resources, and ensuring that the team consistently meets service standards, all while acting as the key technical reference for personalization.

Personalization

• Serve as the primary contact for moderating personalization requests, ensuring compliance with company guidelines.
• Accurately and efficiently personalize a range of products based on established company standards.
• Be the liaison with Central to cascade and update pertinent information with boutiques, relevant departments, and internal communication systems.
• Support continuous training with MX atelier and future rollouts.
• Monitor and prioritize personalization orders according to boutique needs, effectively communicating with relevant teams to ensure all orders are completed within targeted lead times.
• Operate a multi-head embroidery machine following safety procedures, ensuring proper maintenance and use of frames, thread, and needles.
• Manage the end-to-end personalization process for embroidery projects, maintaining confidentiality and efficiency while performing associated administrative duties.
• Ensure all Dior standards are upheld and report any issues to the Aftersales Manager.
• Gain knowledge and understanding of software and lettering systems through training. Follow the boutique’s SOP and expectations, including cross-checking information about orders, lettering, embroidery, quality control of finished orders, back office administrative duties, and receipt and shipping processes.
• Take responsibility for all administrative duties related to each project and utilize relevant systems to complete orders.
• Unpack, organize products, create shipping documents, and manage shipment pickup and follow-up with boutiques.
• With the expansion of personalization offerings, remain flexible in learning new skills, adapting to updated rules and processes, and actively assisting in SOP modifications, providing project feedback, and training new hires.
• Collaborate closely with dedicated teams to maintain a seamless, high-quality service experience.

Repair Cell

• Monitor daily activities of the repair cell.
• Allocate resources to the Repair Cell and Personalization teams based on workload and priorities.
• Provide hands‑on repair support as needed, assisting the team during peak periods or complex projects, such as quality and out-of-net network returns.
• Maintain a high level of training and expertise within both teams, ensuring staff proficiency in all relevant techniques and procedures.
• Consistently monitor and track productivity goals for the department, identifying areas for improvement.
• Implement and maintain a standardized onboarding experience for all new employees, reinforcing brand values and service expectations.
• Foster a positive and professional team environment characterized by trust, integrity, and high performance, setting a strong example for team members.
• Train and develop associates to enhance the level of service provided.
• Prepare and present regular reports on Aftersales performance and key metrics to senior management, offering insights and recommendations for continuous improvement.
• Support repair activities and remain flexible to assist in other Aftersales functions as needed.

Skills And Competencies

• Strong time management skills with the ability to thrive in a fast‑paced environment and meet tight deadlines.
• Highly organized and detail‑oriented, with a commitment to accuracy and quality.
• Adaptable and flexible, able to adjust to changing priorities and business needs.
• Proven technical skills in repairs.

Requirements

• Hours of operation are Monday…