Aftersales Service Manager

Hermes
Hong Kong
Full timeFunction: SalesExperience: 5+ yearsSkills: ["Leadership","Communication","Problem-solving","Meticulous attention to detail","Customer service recovery"]

Oversee daily operations of the After Sales Repair Center and lead a multidisciplinary team, ensuring premium craftsmanship and a smooth post-purchase customer experience. Drive service quality through SOPs, inventory management, KPI monitoring, and service recovery for escalations. Perform root-cause analysis, maintain accurate reporting and system data, coordinate vendor/workshop capacity, and organize technical training while supporting cross-functional operations and logistics.

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FursaFursa
Hermes
Hermes
3 days ago

Aftersales Service Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Oversee daily operations of the After Sales Repair Center and lead a multidisciplinary team, ensuring premium craftsmanship and a smooth post-purchase customer experience. Drive service quality through SOPs, inventory management, KPI monitoring, and service recovery for escalations. Perform root-cause analysis, maintain accurate reporting and system data, coordinate vendor/workshop capacity, and organize technical training while supporting cross-functional operations and logistics.
Location: Hong Kong
Employment Type: Full time
Job Function: Sales
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and supervise the after-sales team (store-based executives, in-store tailors, and leather craftsman) to ensure top craftsmanship and customer service.
  • •Manage team performance via technical assessments, performance reviews, and development initiatives for tailoring and repair.
  • •Establish SOPs and oversee repair/tailoring operations and inventory planning for spare parts and materials.
  • •Monitor KPIs (repair lead times, complaint resolution rates, tailor productivity), conduct root-cause analysis, and make recommendations to management.
  • •Coordinate operational support with cross-functional teams, manage external vendors/workshops, organize technical training, and coordinate logistics for timely transportation of repair items.
Travel: Low travel

Key Requirements

  • •Tertiary education with at least 5 years of relevant experience in after-sales, customer service, or repair operations within luxury retail.
  • •Strong expertise in complaint management, customer service recovery, and handling high-profile customer escalations.
  • •Detail-oriented with a proven track record of improving systematic results and operational efficiency.
  • •Strong interpersonal and leadership skills to motivate, develop, and manage diverse teams.
  • •Advanced proficiency in office software (Word, Excel, PowerPoint) and CRM systems, with fluency in English and Chinese (Cantonese and Mandarin).
Experience:5+ yearsLuxury retailAfter-salesCustomer serviceRepair operations
Skills:LeadershipCommunicationProblem-solvingMeticulous attention to detailCustomer service recovery
Languages:EnglishChineseCantoneseMandarinFrench
Tech Stack:WordExcelPowerPointCRM systems

Company Brief

Hermes
Hermès is a French luxury goods house specializing in high-end leather goods, ready-to-wear, accessories, fragrances, and homewares, renowned for craftsmanship and iconic products like the Birkin and Kelly bags.
Industry: Luxury Goods
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 1837
WebsiteLinkedIn