Audemars Piguet Customer Service Excellence Manager
Leading luxury brand — Shanghai: Customer Service Excellence Manager to lead service quality, VOC programs and CX initiatives.
Overview
A leading luxury fashion house within a global luxury group, the employer is design-led and client-centric with an international retail and digital footprint. The organisation combines artisanal craftsmanship with sophisticated commercial operations and invests in high standards of client service and employee development.
Role & Responsibilities
- Define and implement the customer service excellence strategy and associated KPIs across retail, e‑commerce and after‑sales channels.
- Design, deploy and maintain a quality assurance framework including monitoring, scorecards and regular performance reporting.
- Lead continuous improvement initiatives through root‑cause analysis, process redesign and cross‑functional programs to reduce friction and raise service standards.
- Own Voice of Customer programs (surveys, NPS/CSAT analysis, feedback loops) and translate insights into prioritised action plans.
- Develop and deliver training, coaching and governance for frontline and back‑office teams to ensure consistent brand‑level client experiences.
- Manage escalation workflows, service level agreements and executive reporting for critical client incidents.
- Collaborate closely with retail operations, CRM, logistics, product and IT to ensure seamless omnichannel service experiences.
- Present operational performance and strategic recommendations to senior stakeholders on a regular cadence.
Qualifications
- Bachelor’s degree in Business, Hospitality, Marketing, Operations or a related discipline; advanced degree advantageous.
- Proven track record of leading customer service, quality assurance or customer experience programs within retail or premium service environments.
- Demonstrated ability to lead cross‑functional projects, influence stakeholders and drive measurable improvement.
- Strong analytical capability with experience turning quantitative insights into operational actions.
- Excellent communication and coaching skills with experience building capability in frontline teams.
Skills
Experience
Typically 5+ years in customer service, quality assurance or customer experience roles, with at least 2 years in a managerial or program‑lead capacity; experience in luxury retail or premium consumer brands strongly preferred.
Education
Bachelor's degree in Business Administration, Hospitality, Marketing, Operations or related field; Master's degree or relevant professional certifications preferred.
Workplace
The successful candidate will be located in Shanghai, Shanghai, China. 414 luxury roles are listed in Shanghai on Cerulean, 17 posted in the last 48 hours. Across the Shanghai region, Cerulean lists 440 open positions — 18 listed in the past two days. Cerulean currently advertises 1.773 open roles in China, including 30 added in the last 48 hours.
Culture
The employer cultivates a high‑standards, client‑centric culture typical of global luxury houses, where creativity and operational excellence intersect. Teams operate in a fast‑paced, collaborative environment that values attention to detail, cross‑disciplinary partnership and professional development.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.