Client Experience Champion

4 weeks ago

Coral Gables, Florida, United States Bvlgari Full time

About the Role

Bvlgari is seeking a seasoned professional to join its Latin America & Caribbean team as a Care & After-Sales Service Manager. This role is based in the Miami regional office and reports to the Senior Director for Operations & Omnichannel for Latin America & Caribbean.

Key Responsibilities

  • Develop and manage a network of external workshops to provide efficient and quality service to directly owned stores and business partners.
  • Identify and implement new workshops in the region, providing support through certification programs and building opening stock models.
  • Drive regional service operations through performance monitoring, benchmarking, training, recruiting, corrective actions, and follow-up.
  • Support sales organizations in post-sales matters, including service selling, proximity repairs, and spare parts management.
  • Partner with the customer service team to ensure timely delivery of spare parts and tools.
  • Collaborate with the central After-Sales Service organization to share feedback, benchmark performance, and develop regional action plans.
  • Improve and maintain service flows and timelines to deliver best-in-class service, exceeding delivery expectations.
  • Ensure timely roll-out of services in line with launch plans for novelties and priorities of the Business Units.
  • Develop and manage the CARE Ambassador program through continuous training and offsite activities.

Requirements

  • Minimum 7 years' experience in AFSS, Care, or Account Management.
  • Fluency in written and spoken English and Spanish, with Portuguese highly desirable.
  • Excellent communication skills with diverse populations, including technical, commercial, and management teams.
  • Strong negotiation skills and ability to find win-win solutions.
  • Strong diagnostic and analytical skills with strategic agility.
  • Results-driven with a strong customer service orientation.
  • Experience in operations, service, or logistics in Latin America is preferred but not required.

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