Chanel Assistant Manager, After-Sales Service

About Chanel

Chanel is one of the world’s most revered luxury houses, founded by Gabrielle Chanel and distinguished by an enduring vision of elegance, freedom, and modernity. As an employer, the House brings together métiers ranging from haute couture, fashion and leather goods to fragrance, beauty, watches, and fine jewelry, offering employees the opportunity to contribute to a legacy defined by exceptional craftsmanship and creative audacity. Chanel values excellence, discretion, collaboration, and long-term development, fostering an environment where talent is nurtured and heritage is continually reinterpreted for contemporary clients. Its teams are united by a commitment to quality, innovation, and the timeless spirit of the brand.

Role & Responsibilities

• Partner with the Boutique Director on strategy and vision for after-sales service offerings
• Oversee and analyze performance of after-sales service centers using Daily Operational Control, efficiency metrics, volume, lead times, warranty rates, and come-back rates to identify improvement opportunities
• Report on performance results with local and global management teams to optimize processes and procedures
• Develop and maintain after-sales processes to ensure quality, timeliness, and consistency that drive client experience and loyalty
• Conduct spot checks on repair work to ensure services are performed efficiently and correctly
• Ensure workshops are equipped with recommended tools and equipment
• Create and maintain positive relationships with cross-functional support teams, third-party vendors, and suppliers
• Define and organize continuous enhancements to customer service through improved communications, proactive alerts, and partnerships with retail and wholesale networks
• Organize regular reminders for boutiques on proper procedures via newsletters, meetings, and internal communications
• Attract, retain, train, and develop after-sales service staff
• Support, motivate, counsel, and monitor the performance of all after-sales team members
• Define and organize technical training programs for each technician consistent with global guidelines
• Oversee administration, processing, and handling of repair claims
• Conduct quality audits and assessments as needed
• Provide input and execute global quality improvement plans
• Develop and maintain central stock watch battery refresh program
• Manage retail and MBR product returns to ensure they are controlled and properly addressed
• Manage escalated client issues and coordinate timely resolution to ensure satisfaction
• Monitor service levels delivered to after-sales clients in the boutique
• Coordinate projects related to measuring client satisfaction and leverage findings to improve service offerings

Qualifications

• Minimum 5–7 years of related experience in a repair or technical-oriented field
• Bachelor's degree (preferred)
• Ability to lift 15 lbs regularly
• Comfortable working with flexible schedules including late nights, weekends, and some holidays

Skills

Experience

Minimum 5–7 years of progressive experience in repair services, technical operations, or after-sales service management, ideally within luxury goods, hospitality, or client-facing service environments. Demonstrated experience managing teams, optimizing operational workflows, and delivering measurable improvements in service quality and client satisfaction.

Education

Bachelor's degree preferred; high school diploma or equivalent required.

Workplace

Compensation

The base compensation for this position ranges from USD 70,200 to USD 100,000 per annum.

Benefits

Flexible work schedule with hybrid options; dedicated paid time off for wellbeing and Wellbeing fund; parental leave, fertility support, and caregiver benefits; generous vacation, holiday, sick, and volunteer days; 401(k), pension, and incentive programs; comprehensive healthcare including medical, dental, vision, virtual care (MDLIVE), One Medical, Flexible Spending Accounts, Health Savings Account, and Employee Assistance Program; life insurance, accidental death and dismemberment, short-term and long-term disability, Health Advocate, international business travel coverage, and commuter transit and parking benefits.

Culture

Chanel fosters a culture of timeless creativity, exacting craftsmanship, and quiet excellence, where employees are encouraged to uphold the house’s heritage while contributing to its continued innovation. The workplace environment is refined, collaborative, and deeply committed to quality, offering professionals the opportunity to grow within a globally respected maison that values discretion, artistry, and long-term vision.

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.