Chanel International After-Sales Manager — Watches & Jewellery
Chanel — International After‑Sales Manager, Watches & Jewellery in La Chaux‑de‑Fonds. Lead global service network, warranty and repairs for timepieces and jewellery.
Overview
Chanel is an independent, family‑owned French maison renowned for haute couture, ready‑to‑wear, accessories, watches and jewellery. The brand combines historic craftsmanship and creative leadership with a global retail and service network, offering employees an environment that prioritizes artisanal excellence, discretion and long‑term brand stewardship.
Role & Responsibilities
- Lead and develop the international after‑sales service strategy for watches and jewellery, ensuring consistent service standards across all markets.
- Manage warranty policies, claims handling, technical diagnostics and repair processes to guarantee product integrity and customer satisfaction.
- Coordinate and qualify an international network of in‑house and partner service centres and watchmakers; define SLAs and oversee performance.
- Oversee spare parts sourcing, inventory planning and cross‑border logistics including customs and import/export compliance for repairs.
- Establish and monitor KPIs, cost controls and budgets for after‑sales operations; prepare regular reporting for senior management.
- Collaborate with Product Development, Quality, Retail, Legal and Communications teams to implement service updates, technical bulletins and recalls.
- Drive training programs for technical teams and boutique staff on repair protocols, service standards and customer communication.
- Manage complex customer escalations and high‑value cases, ensuring timely resolution and preservation of brand reputation.
- Lead projects to improve service processes, digital tooling and customer experience across markets.
Qualifications
- Technical diploma or degree in watchmaking, horology, engineering or equivalent; professional certification (e.g. WOSTEP or equivalent) preferred.
- Proven ability to lead cross‑functional and international teams, with experience managing external service partners and vendors.
- Strong analytical skills with experience setting KPIs, managing budgets and producing operational reporting.
- Excellent project management skills and familiarity with after‑sales workflows, warranty processes and quality control.
- High standards of discretion, attention to detail and commitment to luxury service excellence.
Skills
Experience
Typically 5+ years of progressive experience in after‑sales, technical service or operations within luxury watchmaking or high‑end jewellery, including responsibility for international networks, partner workshops and complex technical case management.
Education
Diploma or degree in watchmaking/horology, engineering or business; professional horology certification (WOSTEP or equivalent) preferred.
Workplace
The successful candidate will be located in La Chaux-de-Fonds, Neuchâtel, Switzerland, with easy access to Neuchâtel. 30 luxury roles are listed in La Chaux-de-Fonds on Cerulean, 2 posted in the last 48 hours. Across the Neuchâtel region, Cerulean lists 96 open positions — 4 listed in the past two days. Cerulean currently advertises 727 open roles in Switzerland, including 19 added in the last 48 hours.
Culture
Chanel fosters an environment shaped by meticulous craftsmanship, discretion and an enduring commitment to creative excellence. Teams operate within a collaborative, detail‑oriented culture where technical mastery and customer care are highly valued.
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.