Kering Aftersales Manager
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Jul 28, 2026
About Kering
Kering is a global luxury group renowned for nurturing some of the world’s most influential Houses in fashion, leather goods, jewelry, and eyewear, including Gucci, Saint Laurent, Bottega Veneta, Balenciaga, and Boucheron. As an employer, Kering offers a distinctive environment where creative excellence, entrepreneurial spirit, and long-term sustainability converge. The Group empowers its talents to shape the future of luxury through innovation, craftsmanship, and responsible business practices. With an international culture grounded in diversity, inclusion, and shared ambition, Kering provides meaningful career opportunities for professionals seeking to contribute to exceptional brands while advancing a more sustainable and imaginative luxury industry.
Kering seeks an Aftersales Manager in Tokyo to lead after-sales operations, team management, and customer service excellence in luxury goods.
Role & Responsibilities
- Manage and oversee the end-to-end after-sales and before-sales process to ensure timely and accurate resolution of customer requests
- Ensure all aftersales and beforesales activities are executed in compliance with company policies, procedures, and service level agreements
- Monitor workload distribution and operational capacity to optimize service performance and resource utilization
- Oversee repair approval, product assessment, spare parts management, and escalation processes
- Ensure complete traceability and accuracy of aftersales and beforesales cases within relevant systems
- Lead, coach, and develop the aftersales team to achieve operational excellence and customer satisfaction targets
- Set individual and team objectives and monitor performance through regular reviews and coaching sessions
- Develop succession plans and identify training opportunities to strengthen team capabilities
- Foster a customer-centric, collaborative, and continuous improvement culture
- Act as the primary point of contact for regional and global stakeholders regarding aftersales operations
- Build strong relationships with Retail, Customer Service, Logistics, and Brand teams
- Collaborate with Headquarters to align operational priorities and customer service standards
- Define, monitor, and analyze key performance indicators (KPIs)
- Prepare regular operational reports and present performance results to management
- Identify trends, risks, and improvement opportunities through data analysis
- Drive process optimization initiatives to improve efficiency, quality, and customer experience
- Lead system enhancement projects and support digital transformation initiatives related to aftersales operations
- Develop and implement corrective and preventive action plans to address recurring issues
- Standardize operational processes and best practices across brands and channels
- Monitor and control repair costs and expenditures
- Support budget planning and forecasting activities
- Manage relationships with external repair providers and service partners
- Evaluate vendor performance and implement improvement plans where necessary
Qualifications
- Minimum 5 years of experience in After-Sales Services, Customer Service Operations, Retail Operations, or the Luxury/Fashion industry
- Minimum 2–3 years of people management experience
- Experience managing multi-functional stakeholders and customer-focused operations
- Luxury Fashion or Premium Goods industry experience preferred
- Fluent written and spoken Japanese, business-level English proficiency
- Strong customer-centric mindset
- Excellent leadership and team development capabilities
- Strong stakeholder management and communication skills
- Demonstrated problem-solving and decision-making abilities
- Ability to manage multiple priorities in a fast-paced international environment
- Continuous improvement and change management mindset
Skills
Experience
Minimum 5 years of professional experience in after-sales services, customer service operations, retail operations, or the luxury and fashion industry, combined with at least 2–3 years of hands-on people management and team leadership experience. Proven track record of managing multi-functional teams and complex stakeholder relationships in a customer-focused environment.
Education
Bachelor's degree in Business Administration, Operations Management, Customer Service Management, or a related discipline. Professional certifications in service management or operations excellence are advantageous.
Workplace
This position is based in Tokyo, Tokyo, Japan.
Culture
Kering fosters a dynamic, purpose-driven culture where creativity, entrepreneurship, and collaboration support the distinct identities of its luxury Houses. As an employer, the Group places strong emphasis on sustainability, diversity, and talent development, encouraging people to innovate responsibly while contributing to the future of modern luxury.
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 Kering, 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 «Customer Service Operations Manager», «After-Sales Operations Lead», «Service Manager», «Client Care 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.