Hermès Assistant After Sales Manager

Singapore • Singapore

Thursday, January 2, 2025

Hermès, a prestigious French maison established in 1837, is renowned for its commitment to craftsmanship, quality, and innovation. As a family-owned and independent company, Hermès employs nearly 20,000 individuals globally, fostering a culture of entrepreneurship and autonomy. The brand is part of a larger conglomerate known for its luxury goods and exceptional savoir-faire, with a strong emphasis on sustainable practices and respect for both people and nature. Hermès' collections are celebrated in over 300 stores worldwide, driven by 15 artisanal métiers that fuel the house's creativity.

1. Oversee aftersales services, ensuring continuous improvement and efficiency.
2. Evaluate and direct repairs to appropriate service providers.
3. Communicate with departments to resolve issues and expedite repairs.
4. Analyze aftersales demand and implement timely solutions.
5. Communicate quality alerts and necessary actions.
6. Ensure all aftersales tools are ordered and KPIs are met.
7. Participate in monthly or quarterly aftersales trainings and updates.
8. Support local aftersales training and briefings.
9. Master the H-Care system and develop internal processes.
10. Lead aftersales projects and support events.
11. Manage team performance and ensure Hermès standards are met.
12. Collaborate with craftsmen and logistics teams.
13. Organize team briefings and provide feedback.
14. Develop team members' skills and career paths.
15. Support recruitment processes with HR.
16. Oversee customer service and resolve escalations.
17. Develop responses and protocols for customer service inquiries.

1. Minimum 6 years of experience in aftersales or customer service, preferably in retail.
2. Proficient in English, both written and oral.
3. Experience in management or supervisory roles appreciated.
4. Proficient with Excel and IT tools; SAP experience is a bonus.

1. Highly organized and autonomous.
2. Excellent communication skills.
3. Customer-oriented with a service mindset.
4. Strong team player and collaborative skills.
5. Ability to work with diverse teams.

A minimum of 6 years in aftersales service or customer service, ideally within a retail environment.

The role offers opportunities for professional growth within a prestigious luxury brand, participation in exclusive trainings, and the chance to work in a dynamic and creative environment.

Hermès is committed to maintaining a culture of excellence, creativity, and respect. The company values the autonomy and entrepreneurial spirit of its employees, encouraging them to innovate while upholding the brand's storied heritage. Working at Hermès means joining a community that values craftsmanship, quality, and sustainability.