Aftersales Manager

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking an Aftersales Manager for their new flagship boutique in London. This role is crucial in delivering exceptional aftersales experiences to clients while supporting showroom targets. The ideal candidate will possess strong leadership skills, operational excellence, and a commitment to client satisfaction. Join a company that values luxury and client-centricity, and be part of a team that prides itself on delivering memorable interactions. If you are passionate about luxury retail and have a knack for improving processes, this opportunity is perfect for you.

Benefits

Holiday Purchase Scheme

24/7 Employee Assistance Programme

Virtual GP Service

Share Save Scheme

Generous Discount Scheme

Enhanced Maternity Pay

Qualifications

• Experience leading a team to achieve performance targets.
• Proven ability to improve processes and operational efficiency.

Responsibilities

• Lead and motivate a team to meet client expectations.
• Manage recruitment, performance, and coaching of team members.

Skills

Team Leadership

Operational Excellence

Coaching

Planning and Organization

Interpersonal Skills

Attention to Detail

IT Literacy

Job description

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In preparation for a Spring 2025 opening of The New Rolex Boutique on London's iconic Bond Street, The Watches of Switzerland Group is seeking to recruit an Aftersales Manager to support the leadership of the showroom.

The history of Rolex is inextricably linked to London, where the company was founded in 1905 by Hans Wilsdorf, making this new flagship location even more significant.

Position Overview

The Aftersales Manager will play a crucial role in assisting the Boutique/Showroom to deliver the aftersales experience to our clients, supporting the achievement of showroom targets and objectives. Building on their leadership skills, retail and product knowledge, they will be a dedicated and committed team player, offering consistent support to the showroom, repairs, and clients.

Key Accountabilities:

1. Leading and motivating your team to deliver the experience our clients expect, improve efficiency, and meet performance targets and KPIs.
2. Leading by example, ensuring collaboration between clients, showroom colleagues, repairs, and other departments to meet client expectations.
3. Recruitment, performance management, coaching of colleagues, providing feedback, and development opportunities.
4. Ensuring stock booking, repairs administration, and associated documentation adhere to correct procedures, controlling the repair process from the showroom to the service provider and back.
5. Updating clients throughout the repair journey, demonstrating understanding of the personal value clients place on their timepieces.

Role Requirements/Attributes

• Experience leading a team to deliver operational excellence, measured by KPIs and targets.
• Experience coaching or helping others improve performance.
• Excellent planning and organizational skills.
• Proven ability to improve processes and operational efficiency.
• IT literacy and experience managing administration tasks through company systems.
• Ability to learn and utilize systems, processes, and procedures to a high standard.
• Excellent interpersonal and communication skills.
• Strong attention to detail.

About Us

Founded in 1924, our world is one of horological obsession. We prioritize luxury and our clients' needs, offering a range of prestigious brands including Rolex, Patek Philippe, Breitling, Jaeger-LeCoultre, IWC, Omega, Blancpain, Chanel, and more.

The Watches of Switzerland Group is a FTSE-250 retail company with nearly 3,000 employees across the UK, Europe, and the US, operating over 190 showrooms and seven e-commerce websites, including 77 mono-brand boutiques.

Our success is rooted in strong partnerships with luxury watch brands, impactful marketing, and advanced technology, all driven by our highly trained and motivated staff committed to delivering exceptional client experiences.

We pride ourselves on our client-centric approach, expertise, and approachability, aiming to make every interaction memorable.

Some of our benefits

• Holiday Purchase Scheme
• 24/7 Employee Assistance Programme
• Virtual GP Service
• Share Save Scheme
• Generous Discount Scheme
• Enhanced Maternity Pay

At Watches of Switzerland Group, we celebrate diversity and are committed to building an inclusive environment that embraces employees' backgrounds and perspectives. Your application will be reviewed anonymously, focusing solely on your qualifications, skills, and experience.