Customer Service Quality Manager

Our client is a distinguished French luxury brand and we are seeking a highly motivated and detail-oriented Customer Service Quality Manager to oversee and enhance our after-sales services in the Asia region.

**Customer Service Quality Manager (Luxury Retail / Consumer Retail)**
- Leading Luxury Retail MNC
- Strategic Leadership Role
- Location: Singapore, Singapore

**About Our Client**

Our client is a distinguished French luxury brand is celebrated for its mínimalist design, impeccable craftsmanship, and timeless elegance. The brand has become a symbol of modern luxury, offering a wide array of products including ready-to-wear clothing, handbags, shoes, and accessories. Known for its high-quality materials, and meticulous attention to detail, the brand appeals to a discerning global clientele. It continues to set trends in the fashion industry while upholding a commitment to superior quality and understated sophistication.

**Main Duties & Responsibilities**

**Key Responsibilities**:
After-Sales Service Management:

- Spearhead and execute after-sales services for all product categories in line with company SOP and standards
- Ensure repair centers comply with established quality standards and expectations.
- Monitor and manage repair lead times and service levels, including monthly reporting and analysis.

Claims Management:

- Collect, analyze, and evaluate customer claims, maintaining accurate records in the claims follow-up system.
- Provide comprehensive reports and feedback to central teams to improve product quality.

Customer Relationship Management:

- Build and manage relationships with stores and wholesalers in the Asia region to support after-sales services
- Serve as the primary contact for customer quality and after-sales inquiries from Asia stores and wholesalers.

Quality Control:

- Conduct quality checks on products received at the main Warehouse.
- Stay updated on product specifics and technical details to ensure high-quality standards are met.

Training and Support:

- Collaborate with the Regional Training team to train and support retail stores and wholesalers on quality SOPs, standards and guidelines.
- Ensure retail and wholesale teams are well-trained on quality topics, including product handling, storage, quality problem identification, and reporting.

Continuous Improvement:

- Work with the Asia team to identify and address quality issues, continuously improving product and repair quality.
- Develop and implement procedures, tools, training programs, and materials for Asia stores.
- Propose and oversee improvement projects to enhance throughput and reduce costs.

Reporting and KPI Management:

- Develop and maintain KPIs to monitor and report on after-sales service and quality activities.
- Provide regular reports to senior management on service performance and quality improvements.

Team Leadership:

- Foster a sense of teamwork and collaboration throughout the organization.
- Act as a liaison between the Asia region and central teams, ensuring effective communication and feedback.
- Bachelor's degree in Business, Supply Chain Management, Logistics or a related field
- Minimum of 5 years of experience in retail operations, experience in Luxury Retail will be advantageous but not mandatory. Exposure to high-quality customer service FMCG Retail company will be satisfactory.
- Strong communication, and customer relationship management skills.
- Excellent problem-solving, and decision-making abilities.
- Demonstrated ability to lead and act as a team player in a fast-paced, dynamic environment.
- Proficiency in Microsoft Office Suite

**Benefits**
- **Innovative & Collaborative Culture**:Be part of a forward-thinking company that values innovation and collaboration.
- **Career Growth**:Opportunities for professional development and career advancement across the region and globe.
- **Comprehensive Benefits**:Competitive salary, health benefits, and more.

**Next Steps**:
EA License No. 23S1885

Registration No. R1768342