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At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to CHANEL.
MANAGER - WFJ AFTERSALES AND CLIENT CARE
About the Role
CHANEL is looking for an experienced individual to manage and oversee all operational functions within the WFJ After Sales Service team. The role is responsible for elevating WFJ client experience, relationship building, and education programs with internal and external stakeholders.
What impact you can create at CHANEL
Education, Client Care, and Boutique Communication
- Partner with the WFJ Education Team and lead education program for After Sales services - including customer service training, care & handling and technical product training, global aftersales guidelines, international guarantees, policy changes/updates, price lists, lead times, etc.
- Liaison between the WFJ Workshop and Retail. Assist retail clients in quoting repair estimates to end customers for nonstandard services.
- Provide prompt response to urgent client requests and communicate the details of complex repairs and alterations to ensure adherence to the global guidelines.
- Accountable for all after-sales service questions locally and globally.
- Manage Local/Market after-sales service policies.
- Organize and prioritize after-sales service workflow and support implementation of the S@VE System in collaboration with the global team.
- Manage team responsible for all claims inbound/outbound and the process flow within the workshop.
- Coordinate the end-to-end repair service, improvement of the lead-time, and adherence to quality standards.
- Manage communication regarding jewelry repairs with all Chanel-owned workshops and external subcontractors, prioritize urgent/rush repairs, monitor, and manage lead-times for all customer repairs.
- Lead continuous improvement of WFJ communication standards, reporting, and ideation in collaboration with Market and global teams:
- Communicate with local and global teams on all WFJ spare parts issues for effective resolution.
- Identify vulnerabilities within the Market and proactively address the issues/challenges.
- Partner with IT to ensure the needs of the WFJ repair management process are incorporated in all system upgrades.
- Oversee Claim and Spare Parts Inventory in Kardex and AX/S@VE; replenishment, inventory levels, accuracy/counts, manage communication on availability and distribution to artisans.
- Manage workshop SOP repository. Drive process improvements, SOP updates, and staff training.
- Ensure continuous development of the team with a focus on succession planning and career development. Create and drive a development plan for the admin team. Conduct annual goal setting, progress conversations, and reviews.
- Coach and support the team, elevating their skills and expertise to deliver adequate support for internal teams and client satisfaction.
- Facilitate regular team communication to ensure that priorities are met, and global and local initiatives adhered to.
- Proactively identify, address, and resolve employee needs/issues in a professional manner and in accordance with Chanel standards, policies, and procedures; partner with senior manager if needed.
- Working in a highly collaborative environment
- Navigating complexity and supporting consistent transformation and change
- Collaborating with passionate teammates
- People leadership, coaching and development
- Connecting the dots on problems, bring a key eye for details and expert problem perception
- Elevating client's experience by providing superior client service
- Being an ambassador to the CHANEL brand with internal and external clients
Minimum 3 years of client aftersales service in the luxury brand environment
Watches and Fine Jewelry knowledge from product quality and technical perspective
Experience working in an operations, technical, or luxury retail environment
Ability to collaborate across departments and teams
Strong written and verbal communication skills
Presentation skills, ability to convey technical and IT information
Project management skills
Ability to multitask and handle multiple projects with the same level of urgency and accuracy
Analytical skills for inventory planning and forecasting
Exceptional problem-solving ability, back by good judgement
Excellent organizational and multitasking skills, attention to detail
Proficiency with Microsoft Office Suite
Position Logistics:
- This is an on-site position which requires ability to commute to Piscataway, NJ
- 5 days a week (Mon-Fri)
- Occasional travel within US required (5-10% of time)
- Travel to NYC Office about once a month
- Bachelor's degree in relevant category (Fashion, Marketing, Business Administration)
- Occasional lifting to 20 lbs.
- Project Management Skills
- Presentation Skills
- Collaboration with the Global Team and US Retail Counterparts
- Technical knowledge of Watches and Fine Jewelry
Chanel is a private company whose values are grounded in creating the conditions for people to perform at their best and feel fulfilled and confident in their work. We offer a unique work environment where individuals are encouraged to better understand the brand, the business, and motivations, so that together we can unlock the possibilities of growth. This is reflected in:
Diversity and Inclusion
- At CHANEL, we are intentional in promoting Diversity & Inclusion. We foster respect, empathy, and dignity for all. We believe strongly that the diversity of our people across the full spectrum of human differences is essential to our organisation and the connections we have with each other and our clients.
- We offer Employee Resource Groups in the US that are voluntary, open to all, employee-led groups formed around a shared identity or lived experience, whose aim is to foster a diverse, inclusive, and equitable community aligned with the values and missions of the communities they support.
- CHANEL Community empowers our employees to channel their passions, talents, and sense of purpose to contribute to and learn from our communities.
- Employees are encouraged to take time off annually to volunteer through CHANEL Community. CHANEL also matches employee donations to select charitable organizations.
- Since 2011, Fondation CHANEL's mission is for women and girls to be free to shape their own destiny. Through multi-year partnerships with financial and technical support, Fondation CHANEL is committed to improving the safety and autonomy of women and adolescent girls around the world, impacting over a million women and girls in its first 10 years.
- For more information, please navigate to the Fondation Chanel website here
- CHANEL Mission 1.5° is our climate action plan. It is focused on transforming the business in line with the ambitions of the Paris Agreement on climate change to limit the average global mean temperature increase to 1.5 degrees Celsius above preindustrial levels.
- Employees are encouraged to contribute to our US Sustainability efforts at the corporate level and within the divisions, through organized taskforces and initiatives.
- We are committed to extending our legacy of cultural engagement. Global support includes the CHANEL Culture Fund, which supports a select group of leading art culture institutions across the globe, and the CHANEL Next Prize for the next generation of creative talent. US support currently includes Annual sponsorship of the MoMA film program, Tribeca Film Festival programs and Through Her Lens, Support of the Academy Gold Fellowship for Women and Sponsorship of the BAAND Together Dance Festival at Lincoln Center.
- We have dedicated in-house teams focused on supporting the onboarding of employees, developing leadership skills via custom programs like Imagine Chanel People, Heart of Leadership and group and individual coaching, and blended online and live classes offered on our Bloom platform and by skilled trainers, such as Shape Your Career, to develop career building skills.
- Base salary, bonus potential and other forms of variable pay [may/will be] offered for this position
- Flexibility (flexible time and hybrid work options)
- Wellbeing resources include dedicated paid time off for wellbeing (2-week August Office Closure and Wellbeing Days in Retail) and a Wellbeing fund
- Family and care giving benefits (inclusive of parental leave, fertility support, MilkStork, and Care.com Membership)
- Generous paid time off policies to include vacation, holiday, sick and volunteer days
- 401K, pension, and other incentives
- Robust healthcare offerings; medical, dental, vision, MDLIVE (virtual care), One Medical, Flexible Spending Accounts (Health Care & Dependent Care), Health Savings Account and Employee Assistance Program
- Life insurance, Accidental Death & Dismemberment, Short Term Disability, Long Term Disability, Health Advocate, International Business Travel Accident & Medical, and Commuter Transit & Parking
*Chanel, Inc. benefits and perks are dependent on eligibility and subject to modification by Chanel at any time.
