Yves Saint Laurent Customer Care Manager (Aftersales)

Paris • France

Thursday, December 19, 2024

Founded in 1961, Yves Saint Laurent was the first couture house to introduce the concept of luxury ready-to-wear with the creation of the 'Rive Gauche' line in 1966, symbolizing youth and freedom. This pivotal shift modernized fashion and revolutionized the socio-cultural landscape. Acquired by the Kering Group's luxury division in 1999, Yves Saint Laurent, under the creative direction of Anthony Vaccarello since April 2016, remains at the pinnacle of the luxury universe.

1. Develop and implement the aftersales strategy for Saint Laurent, ensuring its evolution and deployment.
2. Organize and manage aftersales services across various product categories.
3. Conduct performance and profitability analyses of provided services.
4. Evaluate performance through KPIs and set annual priorities.
5. Resolve customer issues and provide support in line with brand policies and strategies.
6. Define aftersales organization and methodology with technical teams in Europe, primarily in Italy.
7. Foster relationships with internal and external partners, leading transformation projects.
8. Maintain relationships with suppliers and distributors, acting as an ambassador for aftersales and ensuring adherence to Saint Laurent's policies.

1. 6 to 8 years of experience in customer care (aftersales) with initial managerial experience.
2. Proficiency in French and English (spoken and written); Italian is advantageous.
3. In-depth knowledge of aftersales processes, industry, products, and techniques.

1. Analytical skills with proficiency in utilizing available tools.
2. Strong communication skills to lead and unify teams for process efficiency and quality improvement.
3. Ability to process, define, and organize new processes and adapt methodologies.

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

The position offers a permanent contract based in Paris 7th arrondissement.

Saint Laurent is committed to diversity in all its forms—gender, age, nationality, culture, religious beliefs, and sexual orientation—enriching the workplace. Employees are provided opportunities to express their talents both individually and collectively, enhancing adaptability in a changing world. As an equal opportunity employer, Saint Laurent welcomes and considers applications from all qualified candidates, regardless of background.