After-Sales Service and Client Care Manager

1 week ago

Coral Gables, Florida, United States Bvlgari Full time

After-Sales Service and Client Care Manager

B V L G A R I is in search of a After-Sales Service and Client Care Manager to enhance its team in the Latin America & Caribbean region.

This role, reporting to the Senior Director for Operations & Omnichannel, is pivotal in shaping exceptional Client Experiences that strengthen the bond between the client and the brand. The After-Sales Service and Client Care Manager will play a significant role in the Client Journey.

The ideal candidate will be instrumental in facilitating prompt resolutions and repairs while continuously seeking to elevate the Client Experience. This individual is a proactive problem solver, attuned to market dynamics, capable of translating client concerns into effective and seamless solutions.

The successful candidate will possess a comprehensive understanding of the company's After-Sales Service policies, Code of Conduct, and Logistics. They will be well-versed in product knowledge and excel in relationship building, ensuring robust connections with Central After-Sales Service teams.

This position focuses on delivering services and repairs for Jewelry, Watches, and Accessories efficiently and effectively through a network of External Workshops. An Omnichannel mindset is essential, with a commitment to enhancing the After-Sales Service experience for clients across all channels.

Key Responsibilities

  • Develop, manage, and train a dependable network of External Workshops to ensure quality service for directly owned stores and business partners.
  • Identify, negotiate, and establish new workshops in the region, supporting them through a certification program and building the initial stock model.
  • Oversee the regional service operations network through continuous performance monitoring, benchmarking, training, recruitment, and follow-up actions.
  • Assist regional sales teams in all post-sales activities, providing audits, training, feedback, and necessary tools.
  • Collaborate with the Customer Service team to manage spare parts orders, ensuring timely forecasting and delivery.
  • Engage with the central After-Sales Service organization to share feedback, performance statistics, and action plans based on mutual priorities.
  • Enhance service processes and timelines to deliver exceptional service that exceeds client expectations.
  • Ensure timely implementation of services aligned with product launch plans, utilizing effective communication and training for the regional service network.
  • Manage and nurture the CARE Ambassador program through ongoing training and engagement activities.

Key Requirements

  • A minimum of 7 years of experience, preferably in After-Sales Service, Client Care, or Account Management.
  • Fluency in English and Spanish, with Portuguese being a significant advantage.
  • Exceptional communication skills across diverse audiences, including technical, commercial, and management levels.
  • Strong negotiation abilities and a knack for finding mutually beneficial solutions.
  • Analytical and strategic thinking skills, capable of transitioning from high-level analysis to immediate problem-solving.
  • Results-oriented with a strong focus on customer service.
  • Experience in operations, service, or logistics within the Latin American market is preferred but not mandatory.

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