Luxury After-Sales Center Manager

Join; Hong Kong; On-site; HKD 480,000 - 760,000; Full time

Job summary

Join in Hong Kong seeks an experienced leader to run the After Sales Repair Center, guiding a multidisciplinary team of store-based executives, tailors, and leather craftsmen. You will drive craftsmanship, efficiency and a premium customer experience across post-purchase touchpoints.

You will oversee repair/tailor operations, set SOPs, manage spare parts inventory and collaborate with cross-functional teams to enhance after-sales services and brand reputation.

Qualifications

• 5+ years of after-sales, customer service or repair operations experience in luxury retail or similar
• Excellent communication, presentation and problem-solving skills
• Meticulous, detail-oriented with a track record of driving operational efficiency
• Strong leadership to motivate and manage diverse teams
• Fluent in written and spoken English and Chinese (Cantonese and Mandarin); French is a plus

Responsibilities

• Lead and supervise the after-sales team including store-based executives, tailors and leather craftsman
• Oversee repair and tailoring operations to ensure premium craftsmanship and timely delivery
• Establish SOPs for repair centre and tailoring stations to improve efficiency and service quality
• Manage inventory for spare parts and tailoring supplies with forecasting and stock control
• Monitor KPIs (lead times, resolution rates, tailor productivity) and drive continuous improvement
• Coordinate with Legal, Logistics, Retail and other functions on operations and updates
• Organize technical training for retail team and oversee store-card data integrity
• Coordinate logistics for repair items between stores and customers

Skills

Leadership

Communication

Problem-solving

CRM systems

Office software

English & Chinese

Education

Bachelor or higher in relevant field

Tools

CRM systems

Word/Excel/PowerPoint

Job description

Join in Hong Kong seeks an experienced leader to run the After Sales Repair Center, guiding a multidisciplinary team of store-based executives, tailors, and leather craftsmen. You will drive craftsmanship, efficiency and a premium customer experience across post-purchase touchpoints.

You will oversee repair/tailor operations, set SOPs, manage spare parts inventory and collaborate with cross-functional teams to enhance after-sales services and brand reputation.