Loro Piana After Sales Service Manager

Loro Piana, a distinguished name in the luxury fashion industry, is renowned for its commitment to quality and craftsmanship. As part of the Fashion & Leather Goods business group, Loro Piana offers a dynamic and sophisticated work environment, fostering innovation and excellence. The brand is a part of a larger conglomerate known for its prestigious portfolio of luxury brands, providing employees with unparalleled opportunities for professional growth and development.

1. Standardize after-sales procedures across all stores and service vendors.
2. Manage Client Service vendor to drive service-level improvements and process optimization.
3. Establish and maintain consistent service standards across stores by setting key strategies and initiatives.
4. Monitor and follow up on open cases with clients, stores, and vendors to ensure timely closure and appropriate escalation.
5. Drive continuous improvement of the client experience by delivering proper actions to clients at each tier with relevant product categories.
6. Manage documentation, approvals, and change/variation requests.
7. Work closely with the Client Service Center and store teams to ensure timely issue resolution, proactively keeping customers informed and communicating directly with clients when required.
8. Lead the project to establish an after-service vendor system for LLG/Shoes.
9. Define, monitor, and manage AFS KPIs and dashboards, including AFS target setting, ensuring continuous improvement.
10. Train store staff to communicate after-sales policies consistently and professionally.
11. Collaborate closely with Sales and Operations teams to provide clear resolution guidelines and operational support.
12. Coordinate with the retail director to set proper motivation programs for client advisors to enhance AFS.

1. Minimum 10 years of relevant experience in the luxury retail industry.
2. Strong alignment with brand identity, with exceptional attention to detail.
3. Proven leadership and people management skills, with experience coaching and developing teams.
4. Ability to manage multiple projects in a fast-paced environment with strong analytical and organizational skills.
5. Strong problem-solving and cross-functional collaboration capabilities.
6. Ability to influence and build consensus around innovative ideas.
7. Fluent in English and Korean.

1. Leadership and people management
2. Project management
3. Analytical and organizational skills
4. Problem-solving
5. Cross-functional collaboration
6. Communication skills
7. Bilingual proficiency in English and Korean

Minimum 10 years of relevant experience in the luxury retail industry.

The position offers a comprehensive benefits package, including opportunities for professional development within a prestigious luxury brand.

Loro Piana fosters a culture of excellence and innovation, where employees are encouraged to bring their unique perspectives and creativity to the table. The brand values meticulous craftsmanship and a commitment to quality, creating a collaborative and dynamic work environment.