After-sales Service

CELINE is a fast-growing French and Leather-Goods Couture House that belongs to LVMH group driven by a new holistic and creative project led by Hedi Slimane, its Artistic, Creative and Image Director.

CELINE’s ambition is to become one of the most iconic luxury brands worldwide.

To make this vision a reality we are looking for enthusiastic, agile and passionate personalities who are eager to evolve in a demanding environment.

As part of the regional teams, CELINE is looking for a After-Sales Service & Customer Quality Manager, responsible for Customer quality and after-sales service/operations of CELINE SEAO for all products of categories (LG/RTW/Shoes/Accessories) and assuring daily contacts with the stores and wholesalers.

**Your impact**
- Ensures management & execution of After Sales service in SEAO on all categories of products (LG/SLG/RTW/ Shoes/Accessories) as per defined policy and CELINE quality standards
- Collects, analyzes and assess claims + Update /maintain claims follow-up in the system
- Manages relationships with the stores/wholesalers of the zone as far as service execution is concerned and quality standards in order to support the After Sales offer.
- Be the referent for all SEAO stores & Wholesalers as far customer quality and after-sales questions/topics are concerned
- Ensures repair centers proceed in a compliant manner with CELINE quality standards & expectations
- Accountable for repair lead-time and service level in SEAO (monthly reporting & analysis)
- Secures quality checks of products received at the Central Warehouse
- Constantly keeping abreast on key products specificities & technical details
- Trains and supports Retail stores and wholesale, in collaboration with the Regional Training team, in knowing and following the quality guidelines and procedures
- Ensures that the Retail organization & Wholesale is trained at the required level on Quality topics (how to handle the product, how to store the product, how to identify a quality problem, how to report Quality problems,) and that quality rules are followed.
- Collaborates and contributes to helping CELINE SEAO to detect Quality issues and to continuously improve product quality or repair quality
- Creates, updates and/or roll out procedures, tool, training programs and material for SEAO stores (quality news, training handbook )
- Be the zone ambassador towards Central, ensuring feedback back and forth regarding customer quality
- Provides feedback and reporting to Central teams to improve our products quality
- Ensures set-up of processes/methods in SEAO and support the stores/wholesalers
- Develops KPIs and maintain regular reporting to insure good follow up of the activity
- Evaluates & proposes improvement projects in the zone, ensures continuous improvement for throughput and cost reductions.
- Fosters a sense of teamwork throughout the organization.

**Education**:

- Bacherlor's Degree or above

**Experience**:

- 3+ years of experience in a retail environment with emphasis on operations, store management or manufacturing environment

**Competencies**:

- Outstanding organization skills and attention to detail.
- Experience in working independently and leading projects
- Ability to meet deadlines
- Teamwork oriented
- Strong communication, interpersonal and problem-solving skills, ability to work across functional areas
- Computer skills
- Knowledge of leather/CELINE products would be a plus
- Strong communication and adaptation skills to insure good partnership with our repair centre & stores/wholesalers
- Provides backup working support for all Quality & Returns functions as needed.

**OUR ENGAGEMENT**

CELINE is an equal opportunity employer. We want to offer an inclusive environment of mutual respect where we welcome diversity and all our employees feel included, developed, and heard.

We are committed to the prevention of all discrimination, providing equal opportunities to all applicants irrespective of gender, gender expression, disability, origin, background, religious beliefs or sexual orientation or any other basis protected by law.

CELINE recruits and recognizes all types of talent and singularities.