Hermès After-Sales Service Manager
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Aug 18, 2026
About Hermès
This prestigious fashion house, renowned for its timeless elegance and innovative designs, is a part of a leading global luxury conglomerate. The brand is committed to excellence and offers a dynamic environment where creativity and business acumen are equally valued.
After-Sales Service Manager role at Hermès in Hong Kong. Lead repair center operations and luxury customer service team.
Role & Responsibilities
- Lead, coach, and supervise the after-sales team, including store-based executives, in-store tailors, and leather craftspeople, ensuring the highest standards of craftsmanship and customer service
- Manage team performance through regular technical assessments, performance reviews, and ongoing development initiatives
- Handle complex customer complaints and escalations, delivering effective service recovery solutions while safeguarding brand reputation
- Establish standard operating procedures for the repair centre and tailoring stations to enhance operational efficiency, consistency, and service quality
- Oversee inventory management for spare parts, repair materials, and tailoring supplies, including forecasting, replenishment planning, and stock control
- Drive service excellence by identifying gaps in the customer journey and implementing initiatives to improve customer satisfaction and operational effectiveness
- Monitor and analyze monthly KPIs, including repair lead times, complaint resolution rates, and tailor productivity to drive continuous improvement
- Conduct root-cause analysis on service issues, recurring product defects, and operational challenges, providing actionable recommendations to management
- Maintain data integrity within systems, ensuring all qualitative information and store records are accurately recorded
- Compile systematic reports on after-sales performance, tailor workload, and store operations for management review
- Collaborate with cross-functional departments including Legal, Logistics, Retail, and other business functions on terms and conditions updates and operational issues
- Manage relationships with external vendors and specialized repair workshops to ensure sufficient repair capacity and service quality
- Organize and facilitate technical training for retail teams to improve product knowledge and on-site repair assessments
- Coordinate logistics activities to ensure timely, secure, and efficient transportation of repair items between stores, workshops, and customers
Qualifications
- Tertiary education with a minimum of 5 years of relevant experience in after-sales, customer service, or repair operations within luxury retail
- Strong expertise in complaint management, customer service recovery, and handling high-profile customer escalations
- Meticulous and detail-oriented with a proven track record of driving systematic results and operational efficiency
- Strong interpersonal and leadership skills with the ability to motivate, develop, and manage diverse teams
- Excellent communication, presentation, and problem-solving skills
- Advanced proficiency in office software applications (Word, Excel, PowerPoint) and CRM systems
- Fluent in written and spoken English, Cantonese, and Mandarin; knowledge of French is a plus
- Willing and able to travel regularly for store visits and operational support
Skills
Experience
Minimum 5 years of relevant experience in after-sales, customer service, or repair operations within luxury retail or similar capacity.
Education
Tertiary education (Bachelor's degree or equivalent).
Workplace
The role is situated in Hong Kong, Hong Kong, China.
Culture
The company fosters a collaborative and innovative culture, encouraging employees to push the boundaries of creativity while maintaining a strong commitment to sustainability and ethical practices.
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 Hermès, 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 «After-Sales Operations Manager», «Repair Center Manager», «Customer Service Operations Manager», «Luxury Service 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.