Yves Saint Laurent

Customer Care Manager (Aftersales)

Founded in 1961, Yves Saint Laurent was the first fashion house to introduce the concept of luxury ready-to-wear with the launch of the 'Rive Gauche' line in 1966, symbolizing youth and freedom. Acquired by Kering's luxury division in 1999, Yves Saint Laurent continues to lead the luxury fashion industry under the creative direction of Anthony Vaccarello since April 2016.

1. Develop and implement the aftersales strategy for Saint Laurent.
2. Organize and manage aftersales services for various product categories.
3. Conduct performance and profitability analyses of services provided.
4. Evaluate performance through KPIs and set annual priorities.
5. Resolve customer issues and provide support in line with brand policy.
6. Define aftersales organization and methodology with European teams, mainly in Italy.
7. Build relationships with internal and external partners and lead transformation projects.
8. Maintain relationships with suppliers and distributors, ensuring adherence to aftersales policy.
9. Manage and supervise team performance.
10. Recruit, train, and support team development.

1. 6 to 8 years of experience in customer care (aftersales) with initial managerial experience.
2. Fluency in French and English; Italian is a plus.
3. Essential knowledge of aftersales in the fashion industry.
4. Analytical skills and proficiency with relevant tools.
5. Strong communication skills for effective leadership and process improvement.

1. Analytical and numerical skills.
2. Strong communication and leadership abilities.
3. Process definition and organizational skills.

6 to 8 years of experience in customer care (aftersales) with initial managerial experience.

Saint Laurent is committed to diversity in all its forms, believing it enriches the workplace. Employees are given opportunities to express their talents individually and collectively, enhancing adaptability in a changing world. The company values equality and welcomes applications from all qualified candidates.