Omnichannel After Sales Specialist EMEA

Moncler Group; Paris; Sur place; EUR 40 000 - 55 000; Plein temps

Résumé du poste

A luxury fashion brand in Paris is seeking an Omnichannel After Sales Specialist to enhance client satisfaction across all channels. The ideal candidate will manage After Sales services, coordinate service-points, and have a strong background in luxury operations with proficiency in English and Italian. This role offers the opportunity to contribute to the development of processes that improve client experiences in a dynamic environment.

Qualifications

• 2 years’ experience in luxury Operations or After Sales.
• Strong problem-solving ability under pressure.
• Proactive, results-driven mindset.

Responsabilités

• Manage After Sales services ensuring client satisfaction.
• Coordinate service-points and maintain high standards.
• Supervise After Sales processes for optimal service delivery.

Connaissances

Operations or After Sales experience

Knowledge of fashion and omnichannel solutions

Problem-solving skills

Communication skills

Organizational skills

Excel proficiency

Fluency in English

Fluency in Italian

Outils

MS Office applications

Description du poste

Overview

Moncler is looking for an Omnichannel After Sales Specialist to join our EMEA dynamic Corporate teams in Paris.

Main Mission

Actively support Client Experience journey within Moncler, ensuring a cross-channels, Client satisfaction, by making sure that the technical assistance and spares supply services are carried out, both while the product is under guarantee and later, by the internal and/or external assistance networks.

Your Impact

• Manage and implement After Sales services, following Moncler HQ guidelines, ensuring the integration between Headquarter and Region in a client satisfaction point of view;
• Ensure the effective functioning of After Sales services and the capability of solving technical issues, collect and manage all the After Sales requests coming from Moncler’s multi-channel business, while coordinating internal/external service-points;
• Guarantee development and improvement of After Sales services supplied by the technical assistance network, implement processes and procedures in alignment with Corporate’ specifications, as a function of client necessities and requests;
• Provide an adequate support and basic technical training to all Moncler’ functions involved in After Sales activities and processes and a specific assistance to the service-points;
• Identify and implement After Sales processes to supervise and organize the necessary internal/external service-points and participate with Corporate’ divisions involved in solutions “up-stream”;
• Ensure that internal/external service-points are able to provide an adequate After Sales service and a timing response towards client’s needs.
• Coordinate the internal/external service-points, define a catalogue of accessories, and guarantee the optimal level of spares to satisfy the supply to regional dealer / service-point and carry out related pricing;
• Ensure management of mail communication in relation to clients’ questions and complaints, while ensuring management of product guarantee services;
• Analyze and guarantee the definition of meaningful indicators of the defect rate of products, to be given to HQ, so that any modifications may be carried out, signal product anomalies to the sales network and arrange updating methodologies;
• Manage the technical side of litigation cases, while supporting the internal interested actors based on Moncler’s multichannel system;
• Participate in defining and controling the annual After Sales Budget at regional level.

Qualifications

• Around 2 years’ experience in Operations or After Sales in a luxury environment, ideally on a regional scope
• In-depth knowledge or strong passion for fashion and omnichannel solutions
• Ability to achieve results through influence and problem solving, handling difficult and high-pressure situations coming in from multiple channels
• Solution-oriented mindset, positive & Dynamic
• Independent, pragmatic, quick learner and strong team player
• Results-driven, proactive, and willing to propose new solutions
• Strong communication and organizational skills
• Excellent knowledge of Excel and other MS Office applications
• Fluent in English & Italian.

Le Groupe Moncler est un employeur garantissant l’égalité des chances, ce qui signifie que nous ne pratiquons aucune discrimination fondée sur l'origine ethnique, la couleur de peau, la religion, l'état civil, l'âge, la nationalité, l'ascendance, toute forme de handicap ou de neurodivergence, l'état de santé, le sexe, l'identité ou l'expression de genre, ou l'orientation sexuelle. Nous célébrons la diversité et nous nous engageons à créer un environnement inclusif pour tous les employés.