Hermès Regional After-Sales Service Manager

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.

Role & Responsibilities

• Perform technical interventions on quartz, mechanical and manufacture-movement timepieces, including small and high complications and jewelry watches.
• Finish cases and bracelets through polishing, satin-brushing and sandblasting, adhering to Hermès finishing standards.
• Manage the Hong Kong workshop autonomously, organizing, securing, maintaining and inventorying watchmaking tools, equipment and spare parts.
• Oversee after-sales interventions, ensuring quality and turnaround times meet Hermès requirements.
• Enter required information in the Hermès Care after-sales IT application and train and support internal and external workshops in its use.
• Train internal and external watchmakers on Hermès watches and calibers to Hermès standards of excellence.
• Serve as the Asia-Pacific technical reference, providing watchmaking expertise, guidance and support.
• Oversee after-sales operations across Australia, Thailand, the Philippines, Indonesia, Vietnam, Malaysia, China, Korea, Singapore and Taiwan.
• Ensure internal and external workshops operate efficiently and meet Hermès quality, safety and service standards.
• Manage spare-parts distribution to workshops, workshop communication flows and coordination with boutiques.
• Deliver technical training to internal and external watchmakers and retail teams.
• Represent Hermès at seminars, commercial events and training programmes to reinforce after-sales processes and standards.
• Serve as the primary regional contact for after-sales matters.
• Lead the Hong Kong watchmaking team and oversee after-sales operations in Hong Kong and Macau.
• Monitor workshop productivity, quality performance and compliance with safety and operational guidelines.
• Lead workforce planning, recruitment, skills development and performance management.
• Foster employee engagement and a craftsmanship-focused workshop culture.
• Act as the operational reference for internal teams and boutiques to ensure consistent delivery of Hermès after-sales excellence.

Qualifications

• Completion of, or certification from, a recognized watchmaking programme such as WOSTEP or equivalent.
• At least 5 years of successful experience as a Senior Watchmaker or Workshop Manager; at least 6 years of experience.
• High dexterity, precision and focus when handling small, delicate components.
• Experience in the luxury timepiece industry is preferred.
• Ability to work efficiently under time constraints and meet weekly productivity targets.
• Strong attention to detail, organizational skills and time-management skills.
• Good working knowledge of standard IT tools, such as MS Office.
• Ability to maintain data accuracy and confidentiality when handling client information.
• Good oral and written English.
• Ability to work under pressure to meet service levels and client expectations.
• Conscientious, flexible and versatile, with a strong sense of responsibility and pride in craftsmanship.
• Meticulous and accurate, with the ability to deliver consistently high-quality workmanship in repair and service operations.
• Strong organizational skills, including the ability to meet lead times, manage priorities, maintain productivity and follow established processes.
• Excellent analytical and diagnostic abilities, with the capacity to identify issues, propose solutions and ensure technical reliability.
• Autonomous and self-motivated, while enjoying teamwork, collaboration and knowledge-sharing.
• Highly customer-focused, committed to outstanding service and complete client satisfaction.
• Strong communication skills.

Skills

Experience

At least 5 years of successful experience as a Senior Watchmaker or Workshop Manager; at least 6 years of experience.

Education

Completion of, or certification from, a recognized watchmaking program, such as WOSTEP or equivalent.

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.