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Client Care and After-Sales Operations Manager

2 months ago

Coral Gables, Florida, United States Bvlgari Full time

Client Care and After-Sales Operations Manager

B V L G A R I is on the lookout for a Client Care and After-Sales Operations Manager to enhance its Latin America & Caribbean division.

Reporting directly to the Senior Director for Operations & Omnichannel for Latin America & Caribbean, this role is pivotal in our Miami regional office. At Bulgari, the essence of Client Experiences is paramount in establishing a bond between the client and the brand. Consequently, the Care & After-Sales Service (AFSS) is integral to the Client Journey.

The Client Care & AFSS Manager is a vital contributor, dedicated to facilitating prompt resolutions and repairs while enhancing the Client Experience. This individual is an adept problem solver, well-versed in market dynamics, capable of interpreting client concerns related to AFSS, and delivering tailored, seamless solutions.

The ideal candidate possesses a comprehensive understanding of the company's AFSS protocols, Code of Conduct, and Logistics; is proficient in product knowledge, and excels in relationship management. This role requires fostering a robust connection with the Central Care & AFSS teams in Italy & Switzerland.

This position is centered on delivering services and repairs for Jewelry, Watches, and Accessories with precision, timeliness, and quality through a network of External Workshops. The incumbent must embody an Omnichannel perspective, continuously enhancing the AFSS experience to ensure it is both seamless and elevated for the client. The scope encompasses support for all channels.

This role collaborates closely with Operations, Logistics, Training, IT, CRM, and Retail teams.

Key Responsibilities

  • Develop, oversee, and train a dependable and strategically located network of External Workshops, ensuring efficient and high-quality service to directly owned stores and business partners.
  • Identify, negotiate, and establish new workshops across the region, providing support through the certification program and developing the opening stock model.
  • Steer the regional service operations network through ongoing performance monitoring and audits, benchmarking, training, recruitment, corrective actions, and follow-up.
  • Assist regional sales teams (internal and external) in all post-sales activities, from service selling to proximity repairs, through audits, training, feedback, and supply of spare parts and tools. Act as a facilitator for all client issues.
  • Collaborate with the Customer Service team for spare parts order management, ensuring timely forecasting, placement, and delivery of orders.
  • Engage with the central After Sales Service organization by providing feedback, local benchmarking, performance statistics, and developing regional action plans based on agreed priorities. Serve as a key liaison to communicate and advocate for the AFSS needs of the markets.
  • Enhance and maintain service processes and timelines to deliver exceptional service, surpassing delivery expectations.
  • Ensure timely implementation of services in alignment with launch plans for new products and priorities of the Business Units, utilizing technical training and clear communication to the regional service network.
  • Manage and nurture the CARE Ambassador program through ongoing training, offsite activities, and workshop visits.

Key Requirements

  • A minimum of 7 years of experience, preferably in AFSS, Care, or Account Management.
  • Fluency in both written and spoken English and Spanish; Portuguese is highly desirable.
  • Exceptional communication skills with diverse populations (technical, commercial, management).
  • Strong negotiation abilities with a focus on achieving win-win outcomes.
  • Excellent diagnostic and analytical skills with strategic agility; capable of transitioning from a macro perspective to real-time problem-solving.
  • Results-oriented with a strong customer service focus.
  • Experience in operations, service, or logistics within Latin America is preferred but not mandatory.