Audemars Piguet Customer Service Manager

About Audemars Piguet

The brand is a prestigious entity within the luxury fashion sector, renowned for its exquisite craftsmanship and innovative designs. As part of a leading global luxury group, it offers unparalleled opportunities for professional growth and development in a dynamic and sophisticated environment.

Role & Responsibilities

• Lead, coach and develop a multidisciplinary team across workshop operations, customer service administration and training activities
• Foster a high-performance and collaborative culture aligned with Audemars Piguet's values and leadership principles
• Support talent development, succession planning, recruitment and employee engagement initiatives
• Oversee end-to-end Customer Service Centre operations, ensuring excellence in quality, turnaround time and client experience
• Monitor workshop capacity, workload allocation and operational performance to optimize efficiency and service delivery
• Ensure Customer Service processes, methodologies and standards are consistently applied in line with Group requirements
• Act as the reference Customer Service Centre for South East Asia and support Customer Service activities across regional markets
• Manage the Customer Service Training Centre and contribute to the development of technical and operational capabilities across the region
• Support the network of authorized repair centres and ensure alignment with Customer Service standards
• Analyze operational performance and identify opportunities to improve productivity, quality, efficiency and customer satisfaction
• Drive continuous improvement initiatives and support operational transformation projects
• Support business growth through effective resource planning, capacity management and capability development
• Manage budgeting, forecasting and resource planning activities to ensure sustainable business performance
• Establish and monitor key performance indicators while providing meaningful reporting and performance insights to management
• Support strategic decision-making through data analysis and business recommendations
• Ensure compliance with Customer Service policies, quality standards, governance requirements and internal control procedures
• Support audits, risk management activities and the continuous improvement of operational controls
• Build strong partnerships with regional and global stakeholders to support Customer Service objectives and business priorities

Qualifications

• Bachelor's degree in Business Administration, Engineering, Operations Management or a related discipline
• Minimum 8–10 years of experience in Customer Service, After-Sales Service, Operations or Workshop Management
• Proven experience managing medium to large teams within a service, technical or operational environment
• Experience working in a regional or multinational organization
• Strong understanding of after-sales operations, service delivery and operational excellence principles
• Demonstrated experience in performance management, process optimization and continuous improvement initiatives
• Strong analytical skills with the ability to interpret operational data, KPIs and business performance metrics
• Experience managing budgets, forecasting activities and resource planning
• Strong leadership and people development capabilities with the ability to inspire, coach and develop high-performing teams
• Excellent communication and stakeholder management skills, with the ability to influence across functions and levels
• Customer-centric mindset combined with strong business acumen and strategic thinking
• Proficiency in Microsoft Office applications and business reporting tools
• Experience in luxury goods, watchmaking or technical service environments would be a strong advantage

Skills

Experience

Minimum 8–10 years of experience in Customer Service, After-Sales Service, Operations or Workshop Management, with proven experience managing medium to large teams within a service, technical or operational environment. Demonstrated success in performance management, process optimization, continuous improvement initiatives and working within regional or multinational organizations is essential.

Education

Bachelor's degree in Business Administration, Engineering, Operations Management or a related discipline.

Workplace

Benefits

Audemars Piguet offers a competitive and comprehensive compensation and benefits package.

Culture

The brand fosters a culture of excellence and innovation, where creativity and individual contributions are highly valued. Employees are encouraged to pursue personal growth and are supported in their professional development within a collaborative and inclusive environment.

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.