Aftersales Service Manager

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

Responsible for overseeing the daily operations of the After Sales Repair Center and leading a multidisciplinary team, including store-based after-sales executive, in-store tailors, and leather craftsman. This role ensures the delivery of exceptional craftsmanship, operational efficiency, and a premium customer experience across all post-purchase service touchpoints. The incumbent will drive service quality, optimize repair and tailoring operations, and support the continuous enhancement of after-sales services in line with the Company standards.

Responsibilities:

• Lead, coach and supervise the after-sales team, including store-based executives, in-store tailors and leather craftsman, ensuring the highest standards of craftsmanship and customer service
• Manage team performance through regular technical assessments, performance reviews and on-going development initiatives of the tailoring and repair team
• Handle complex customer complaints and escalations, delivering effective service recovery solutions while safeguarding brand reputation
• Establish SOPs for the repair centre and tailoring stations to enhance operational efficiency, consistency and service quality
• Oversee inventory management for spare parts, repair materials, and tailoring supplies, including forecasting, replenishment planning and stock control
• Drive service excellence by identifying gaps in the customer journey and implementing initiatives to improve customer satisfaction and operational effectiveness

Reporting and Data Administration

• Monitor and analysis monthly KPIs, including repair lead times, complaint resolution rates, and tailor productivity to drive continuous improvement
• Conduct root-cause analysis on service issues, recurring product defects and operational challenges, providing actionable recommendations to management
• Maintain data integrity within the system, ensuring all qualitative information and store cards are accurately recorded
• Compile systematic reports (After-sales performance, Tailor Workload, and Store Card) for management review

Operational & Back-office Support

• Collaborate closely with cross-functional departments, including Legal, Logistics, Retail and other business functions, on T&C updates and operational issues
• Manage relationships with external vendors and specialized repair workshop to ensure sufficient repair capacity and service quality
• Organize and facilitate technical training for retail team to improve product knowledge and improve on-site repair assessments
• Coordinate logistics activities to ensure the timely, secure and efficient transportation of repair items between stores, workshops and customers

Requirements:

• Tertiary educated with minimum 5 years of relevant experience in after-sales, customer service or repair operations within luxury retail or similar capacity
• Strong expertise in complaint management customer service recovery and handling high-profile customer escalations
• Meticulous and detail-oriented with a proven track record of driving systematic results and operational efficiency
• Strong interpersonal and leadership skills with the ability to motivate, develop, and manage diverse teams
• Excellent communication, presentation, and problem-solving skills
• Advanced proficiency in office software applications (Word, Excel, PowerPoint) and CRM systems
• Fluent in written and spoken English and Chinese (Cantonese and Mandarin). Knowledge of French is a plus
• Willing and able to travel regularly for store visits and operational support