CS Workshop Manager

Audemars Piguet
Shanghai
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Communication","Coaching","Conflict resolution","Empathy"]

Lead the technical workshop team for a luxury watch brand, empowering team leaders to grow capabilities, drive service quality, and ensure every returned timepiece meets brand standards. Own performance management, retention, and workshop culture of patience, precision, and perfection. Partner cross-functionally across client relations, spare parts/logistics, and the HQ training center, oversee quality and compliance systems, and escalate complex client complaints as internal learning.

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Audemars Piguet
Audemars Piguet
3 days ago

CS Workshop Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead the technical workshop team for a luxury watch brand, empowering team leaders to grow capabilities, drive service quality, and ensure every returned timepiece meets brand standards. Own performance management, retention, and workshop culture of patience, precision, and perfection. Partner cross-functionally across client relations, spare parts/logistics, and the HQ training center, oversee quality and compliance systems, and escalate complex client complaints as internal learning.
Location: Shanghai
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead workshop team leaders to drive team growth, engagement, delivery capability, and service quality; ensure consistent brand-standard outcomes.
  • •Structure talent development and succession planning, including an annual People Development Plan for skills pipelines from apprentice to senior watchmaker.
  • •Run coaching-style 1:1s to improve team leaders’ management skills (conflict resolution, task delegation, effective feedback) and support retention and career planning.
  • •Serve as cross-functional interface with client relations/boutique teams, spare parts & logistics, and the HQ training center to resolve service issues and align objectives/resources.
  • •Oversee operational excellence by setting targets (lead time, return rate, per-FTE output), auditing quality data and trends, ensuring 5S and safety/compliance, and escalating/transforming complex client complaints into learning cases.

Key Requirements

  • •10+ years of hands-on experience in a high-end service industry with deep knowledge of complex mechanical mechanisms.
  • •6+ years of experience leading a technical team, using modern management tools (e.g., MBO and performance review dialogues).
  • •Fluency in Mandarin and English to communicate directly by email and in meetings with Swiss and international technical teams.
  • •Ability to establish a fair, transparent performance evaluation system and lead performance dialogues with technical staff.
  • •Preferred background in precision mechanics or horology (executive management education is an advantage).
Experience:Luxury goodsHorologyHigh-end service
Education:
Skills:LeadershipCommunicationCoachingConflict resolutionEmpathy
Languages:MandarinEnglish
Tech Stack:MBO5S

Company Brief

Audemars Piguet
Swiss manufacturer of high-end mechanical watches and luxury timepieces, known for iconic designs like the Royal Oak and for traditional craftsmanship blended with contemporary innovation.
Industry: Luxury Goods
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Le Brassus, Switzerland
Founded: 1875
WebsiteLinkedIn