Care & After-Sales Service Manager
Bvlgari - coral gables, FL
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Care & After-Sales Service ManagerB V L G A R I is seeking a Care & After-Sales Service Manager join its Latin America & Caribbean team in Coral Gables, Florida. Reporting to the Senior Director for Operations & Omnichannel for Latin America & Caribbean, this position is based in the Miami regional office. At Bulgari, curating Client Experiences has become key in forging the connection between client and the brand. This means Care & After-Sales Service (AFSS) now also plays a role in the Client Journey.The Care & AFSS Manager is an individual who will provide invaluable input to advance timely resolutions and repairs while finding ways in elevating the Client Experience. The Care & AFSS Manager is also an enthusiastic problem solver who is connected to the market and can translate client issues regarding AFSS and offer a unique and seamless solution to each problem. The successful Care & AFSS Manager has a strong command of the company's AFSS policies, Code of Conduct, Logistics; is well trained in product knowledge and is a relationship builder. SheHe will assure a strong connection with the Central Care & AFSS teams in Italy & Switzerland. This role is focused on providing services and repairs for Jewelry, Watches and Accessories in-full, in-time, in quality and efficiency thru a network of External Workshops. The incumbent must have an Omnichannel mindset, and constantly improves AFSS experience, making it seamless and elevated vis-a-vis the client. Scope includes support for all channels (DOS and BPs). This role works closely with Operations, Logistics, Training, IT, CRM and Retail teams.Key ResponsibilitiesBuild, manage and train a reliable and geographically adequate network of External Workshops, providing efficient and quality service to directly owned stores and business partners.Search, negotiate and implement new workshops around the region, providing support through the certification program as well as building the opening stock model.Drive the regional service operations network through constant monitoring and audit of performance, benchmarking, training, recruiting, corrective actions and follow-up.Support sales organizations of region (internal and external) in all post-sales matters (from service selling up to proximity repairs) through audit, trainings, feedback, supply of spare parts and tools. Act as a facilitator for all DOSBP clients' issues. Partner with CS team for spare parts orders management, making sure orders are forecasted, placed, and delivered in a timely manner.Partner with central After Sales Service organization through feedback, local benchmarking, performance statistics, and on regional action plan based on common agreement of priorities. A key person to share and promote the AFSS needs of its markets with the BUs and to relay the global organization, policies, IT tools and processes in its region.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 the launch plans for novelties and priorities of the Business Units, using technical training and clear communication to the regional service network.Manage and develop the CARE Ambassador program through continuous training, offsite activities and workshop visits (internal and external).Key Requirements Minimum 7 years' experience. Preferably in AFSS, Care, or Account Management.Fluency in written and spoken English and Spanish. Portuguese highly desirable. Excellent ability to communicate with diverse populations (technical, commercial, management)Strong Negotiation skills capacity to find win-win solutionsStrong diagnostic and analytical skills with strategic agility; can easily switch from macro-view to real time problem solving.Must be results driven with strong customer service orientationExperience in operations, service or logistics in Latin America is preferred, but not required.
Created: 2024-09-30