Audemars Piguet Customer Service Excellence Manager
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Apr 17, 2026
About Audemars Piguet
A leading luxury house operating within the global fashion and leather goods sector. The employer is committed to exceptional client service, refined retail experiences and the preservation of artisanal standards; its workplace blends commercial rigor with a strong emphasis on brand heritage and customer intimacy.
Leading luxury brand — CS Excellence Manager in Shanghai. Drive omnichannel customer service quality and CX programmes for a high-end fashion house.
Role & Responsibilities
- Define and run the customer service excellence strategy across channels, ensuring a consistent, luxury-grade client experience.
- Design, track and report CX KPIs and SLAs; translate performance data into continuous improvement programmes.
- Lead and coach a cross-functional team of customer service specialists, ensuring high service standards, escalations handling and development plans.
- Own voice-of-the-customer initiatives (surveys, feedback loops, mystery shopping) and convert insights into operational changes.
- Partner with retail, e-commerce, clienteling, IT and logistics to resolve systemic pain points and improve end-to-end client journeys.
- Develop and maintain quality assurance frameworks, scripts and training curricula tailored to premium clientele.
- Manage high‑profile escalations and maintain relationships with key clients to protect brand reputation.
- Drive process optimisation projects (including root‑cause analysis and standardisation) to reduce response times and increase first-contact resolution.
Qualifications
- Proven leadership in customer service or customer experience, ideally within luxury retail, premium consumer goods, or boutique hospitality.
- Strong analytical capability with experience defining and monitoring KPIs, dashboards and VOC programmes.
- Demonstrated ability to design training, QA and performance‑management processes for front‑line teams.
- Excellent stakeholder management with experience collaborating across retail, digital and operations functions.
- Fluency in Mandarin and professional working proficiency in English preferred.
Skills
Experience
Approximately 6–10 years in customer service, customer experience or retail operations, with at least 3 years in a management or senior specialist role within luxury retail, premium consumer brands or hospitality.
Education
Bachelor's degree in business, hospitality, communications or a related discipline preferred.
Workplace
The successful candidate will be located in Shanghai, Shanghai, China.
Culture
The workplace prioritises meticulous client care, collaboration across creative and commercial functions, and a high-performance mindset. Teams operate with discretion, attention to detail and a commitment to preserving the brand's premium reputation while driving measurable service improvements.
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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Audemars Piguet, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Experience Manager», «Client Service Excellence Manager», «Service Quality Manager», «CX Excellence Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.