After-Sales Service Lead: Craft & Customer Experience

Hermès; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

Hermès Hong Kong seeks an experienced leader to oversee the daily operations of the After Sales Repair Center. You will lead a multidisciplinary team including store-based executives, tailors, and craftspeople to deliver exceptional craftsmanship and premium customer experiences across all post-purchase touchpoints.

You will drive service quality, optimize repair and tailoring operations, and support ongoing enhancements of after-sales services in line with Hermès standards.

Qualifications

• Minimum 5 years of relevant experience in after-sales or repair operations within luxury retail.
• Strong expertise in complaint management, customer service recovery and handling high-profile escalations.
• Meticulous and detail-oriented with proven track record of driving efficiency.
• Strong interpersonal and leadership skills with ability to motivate and manage diverse teams.
• Excellent communication, presentation, and problem-solving skills.

Responsibilities

• Lead, coach and supervise the after-sales team across stores and repair centres.
• Manage performance through regular assessments and development initiatives.
• Handle complex complaints and deliver effective service recovery while protecting brand.
• Establish SOPs for repair centre and tailoring stations to improve efficiency.
• Oversee inventory for spare parts and materials with forecasting and stock control.
• Drive service excellence by identifying gaps in the customer journey.

Skills

Leadership

Team coaching

Customer service

CRM systems

Data analysis

Excel

Communication

Problem solving

Languages (English/Cantonese/Mandarin)

Education

Bachelor's degree

Tools

Office suite

Job description

Hermès Hong Kong seeks an experienced leader to oversee the daily operations of the After Sales Repair Center. You will lead a multidisciplinary team including store-based executives, tailors, and craftspeople to deliver exceptional craftsmanship and premium customer experiences across all post-purchase touchpoints.

You will drive service quality, optimize repair and tailoring operations, and support ongoing enhancements of after-sales services in line with Hermès standards.