Assistant Manager, After Sales, South Coast Plaza

About the role:

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.

What impact you can create at CHANEL:

• 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.)’

Expertise and People

• 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 MBR 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

You are energized by:

• 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 

Position Logistics:

• 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

What skills you will learn:

• 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

Compensation:

• 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.

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 Care.com 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 Program

• Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking

Additional Information: