Kering After Sales Specialist

Overview

Kering is a global luxury group that develops and manages a portfolio of prestigious Houses across fashion, leather goods, jewelry and eyewear, including Gucci, Saint Laurent, Bottega Veneta and Kering Eyewear. The group places creativity and sustainability at the centre of its strategy and supports the commercial and operational growth of its maisons through shared services and international networks.

Role & Responsibilities

• Manage end‑to‑end after‑sales cases across DOS, Outlet, DFS and e‑commerce channels: analyse requests, provide timely feedback to Front Office and coordinate with Back Office, repair centres and external vendors.
• Process and authorise exchanges, returns, refunds and compensations in line with company policies; create system orders for inter‑location transfers and import/export movements.
• Lead and coordinate the warehouse quality‑check process to assess product condition, determine repairability or reconditioning and prepare items for further use or destruction as required.
• Monitor and update ticketing records to ensure full traceability of after‑sales operations; maintain accurate documentation for credit notes and local destruction procedures.
• Produce and analyse after‑sales KPI reports, identify trends in defects or repeat issues, and escalate product quality concerns to relevant stakeholders.
• Collaborate closely with Retail, Store Operations, Brand teams and Group Operations HQ to streamline procedures, improve lead times and enhance vendor performance.
• Resolve complex or escalated customer complaints, support Front Office in problem solving and drive continuous improvement of after‑sales procedures and standards.

Qualifications

• Minimum of 2 years' experience in after‑sales coordination, back‑office operations or logistics within luxury retail or related premium retail environments (preferred).
• Proven understanding of repair workflows, vendor management and returns/refund processes.
• Strong analytical capability with experience producing and interpreting KPI reports.
• Excellent written and verbal communication skills in English.
• High attention to detail, strong organisational and time‑management skills and demonstrated ability to work independently and to motivate teams.
• Comfortable managing change, prioritising competing tasks and delivering results in a fast‑paced, multi‑brand environment.

Skills

Experience

At least 2 years of hands‑on experience in after‑sales coordination, back‑office or logistics operations within luxury retail or premium goods, including familiarity with repair workflows, vendor coordination, returns/refunds and warehouse QC processes.

Education

Bachelor’s degree preferred in business, logistics, supply chain management or a related field; equivalent professional experience accepted.

Workplace

Culture

Kering fosters a collaborative, creative and sustainability‑driven workplace where internal mobility and talent development are core principles. The organisation values diversity and inclusion and supports professional growth through cross‑brand exposure and international collaboration.

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.