Aftersales Operations Manager

Job Title: Aftersales Operations Manager Reports into: Director, Customer Service About working for Jimmy Choo Jimmy Choo is a leading global luxury brand with an empowered sense of glamour and a playfully daring spirit. Jimmy Choo products represent fine Italian craftsmanship and are famous for their quality and detail. Jimmy Choo has a global store network encompassing more than 200 stores worldwide. Permanent Contract, Full-Time, 40 hours per week What You’ll Do: Owner of end-to-end global aftersales process, including aftersales system management, policy & procedures, escalations and training to all global teams Manage returns for all global quality issues. Partnering with regions, warehouses, quality department and senior stakeholders to provide clear action plans and smooth issue management Support with communication to the business for critical aftersales & quality issues, swiftly identifying solutions with minimal impact on business operations, costs and with full tracking of progress, with the support of the Director of Customer Service Responsible for department KPI and analysis. Delivering in depth monthly reports to senior stakeholders for aftersales performances & metrics, including volumes, costs and repair & component lead times Support of component stock orders; managing coding orders in collaboration with Aftersales department in Italy Effectively manage all communication between London and Italy office-based teams, fostering collaboration and knowledge sharing. Promote an inclusive working environment to share key issues, find client-focused solutions and efficient resolution to quality problems. Lead weekly meetings with both teams to drive results and maintain a client-centric approach Create and maintain all seasonal materials guides for each collection, partnering with technical teams in Italy to source key insights and characteristics. Distribute guides and engage in store teams with care & repair content, empowering teams to have knowledge driven conversations with clients Ownership of global aftersales hub on company intranet. Producing engaging content & training materials to support global stores in delivering aftersales excellence Manage the global repair centre network, continuously exploring new opportunities to improve service levels and bolster resources for repair teams Partner with merchandising team to share valuable aftersales & quality insights, focusing on design & material issues to enhance the selection process for future collections and improve product excellence Participate in developing product disclaimers alongside merchandising & quality teams for each collection Coordinate monthly aftersales meetings with all regional teams, to review key aftersales issues, return rates and establish trusting relationships Ownership of aftersales web based system. Partner with IT support to implement improvement actions and address issues. Consistently review system performance to identify development opportunities Maintain internal claim review performance for all global teams through proactive daily monitoring and reporting Manage end client Customer Service escalations for global aftersales via Customer Service ticketing system. Oversee all contacts managed by global aftersales team, act as a point of escalation and provide clear actions and guidance for efficient resolution. Partner closely with Omni Channel Customer Service to review processes and critical issues. Continuous development of aftersales team members through training sessions and establishing clear performance targets. Empowering team to take ownership of responsible regions to deliver outstanding results. Retaining key talent in the department to ensure future success of the aftersales function We’d Love to See: Passion for delivering amazing service to customers. Ambassador for brand and product. Excellent verbal and written communication skills. Able to work collaboratively. Demonstrates initiative through proactive approach. Demonstrates a positive attitude. Resilience to overcome difficult conversations. Strong understanding of Aftersales Customer needs and Customer (both internal and external) priorities. Strong understanding of technical challenges of shoes and leather goods. Strong attention to detail with the ability to handle multiple tasks simultaneously and with precision. Excellent organisational skills with an ability to deal with conflicting priorities with ease. Our values – creativity, openness and courage. Equality, diversity and inclusion At Jimmy Choo, we are committed to building a representative business that is empowered by our celebration of difference and enriches our creative solutions. We are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Jimmy Choo is proud to be an equal opportunity employer committed to inclusivity. Jimmy Choo Perks 25 days holiday Summer Fridays Product Allowance and Discounts Exclusive Employee Sales Private Healthcare Pension and Life Insurance If you want to become a part of the Jimmy Choo family, we'd love to hear from you - Apply Today! — At Capri, we are all responsible for creating a diverse and inclusive workplace. We try to inspire change and growth within each other and believe success is a result that comes from our differences. Capri is proud to be an equal opportunity employer committed to inclusivity regardless of age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. M/D/F/V Established in 1996, Jimmy Choo is a global luxury brand with an empowered sense of glamour and a playfully daring spirit. Celebrated for its confident style and exceptional craftsmanship, Jimmy Choo is synonymous with the art of celebrity dressing and red-carpet style. The house innovative spirit meets time-honoured techniques in the form of exceptional collections spanning footwear, handbags, fragrance, a range of accessories and a growing men offering. Together, CEO Hannah Colman and Creative Director Sandra Choi have built a global powerhouse defined by glamour, optimism and joy. For more information on how Capri Holdings Group uses your personal data, please see our Applicant Privacy Notice.