[담당업무]

1. AFTER SALES SERVICE
- Offers guidelines and policies of AS operations (A/S team, Stores, Artisans). Oversees the administration of these guidelines/policies. Interfaces with various departments, as needed, to address issues impacting service.
- Improve overall After Sales service level and After Sales product quality.
- Works with all functional departments and stores to provide adequate trainings and communication to meet and exceed customer expectations and growth challenges.
- Establishes and monitors AS KPIs
- Leads in handling customer’s inquiries, proposals and requests and develops effective work process to increase the customer’s satisfaction.
- Oversees customer inquiries handled by A/S Service team. Ensures effective resolution of customer problems, complaints and inquiries regarding repairs and product quality.
- Develops and controls Customer Relationship Management process to protect and improve Brand image & customer satisfaction in terms of customer After Sales Service.
- Prepares analysis and reports for A/S Service team.
- Handles ad hoc duties as assigned.



2. OPERATIONAL IMPROVEMENT
- Proactively identifies areas for operational improvement including tools and processes.
- Works with retail operations dept. and other cross functional teams for strategy development
- Benchmarks service against external market and uplift internal capability to differentiate.
- Develops and maintains awareness of industry best practices.
- Able to build and lead efficient After Sales Service process and improve weak areas.



3. PROJECT MANAGEMENT
- Proactively leads global projects to set-up efficient work process in stores. This will require knowledge of AS process, AS repair cases, store environment, & system.
- Need to have close communication with Global HQ.
- Should be able to train AS team members and store employees to deliver new process of the projects.

[자격요건]

- Over 12 years of After Sales Service experience in retail industry, preferably in luxury retail industry
- Understanding on the operation flow of luxury/ retail industry
- Fluent in English. Fluency in French is a plus factor.
- Proficiency in MS office skills
- Experience in a management role with a strong track record of delivering results.
- Excellent project management skills
- Excellent people management skills
- Excellent communication skills with ability to understand technical problems and to execute solutions clearly.

[자격요건]

경력사항: 경력(12년 이상 )
학력사항: 대학교(4년)졸업