Loro Piana Head of After Sales
- Employment
- Full-Time
- Seniority
- Director
- Department
- Retail & Boutique Operations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- May 8, 2026
About Loro Piana
Loro Piana is an Italian luxury house renowned for its exceptional cashmere and fine textiles, specialising in high-end fashion and leather goods. Part of the LVMH group, the maison combines artisanal craftsmanship with global retail presence and a commitment to product excellence and understated elegance.
Loro Piana seeks a Head of After Sales in Milan to lead global after‑sales strategy, services portfolio and customer experience for luxury fashion and leather goods.
Role & Responsibilities
- Define and execute the global after‑sales strategy and transformation roadmap, ensuring alignment with broader company objectives and measurable business outcomes.
- Design, launch and govern a global Services portfolio (product care, maintenance, repair, etc.), including pricing, legal guidelines, and category‑specific communications adapting global consistency to local specificities.
- Oversee end‑to‑end after‑sales operations: installation/delivery handovers, technical assistance, customer support, warranty and complaint resolution to maximise client satisfaction and retention.
- Lead spare parts strategy and catalogue definition in collaboration with Product Development; coordinate production, quality control, inventory and logistics with Operations to ensure service continuity.
- Define, implement and monitor KPIs and reporting (lead times, backlogs, service performance) to drive continuous improvement and operational transparency.
- Partner closely with Retail Operations, Stores, Quality, Product Development and Client Care to translate after‑sales insights into product improvements and commercial opportunities.
- Manage and develop the after‑sales team, fostering a culture of ownership, service excellence and cross‑functional collaboration.
Qualifications
- Minimum 10 years of progressive experience in after‑sales, customer service or service operations roles within luxury retail or premium consumer goods.
- Proven track record in defining and deploying after‑sales or service portfolios across multiple markets and channels.
- Demonstrable leadership of multidisciplinary teams and experience managing cross‑functional stakeholders.
- Strong project management capability: scope definition, budgeting, milestone planning, risk mitigation and delivery.
- Excellent analytical skills with experience setting and monitoring KPIs to drive operational improvement.
- Outstanding communication, negotiation and client‑facing skills; high degree of discretion and customer empathy.
Skills
Experience
Minimum 10 years of senior experience in after‑sales, customer service or service operations within the luxury retail or premium goods sector, with demonstrable ownership of end‑to‑end service models and successful cross‑regional deployments.
Education
Bachelor's degree in business administration, engineering, supply chain or a related discipline; MBA or other advanced degree preferred.
Workplace
The role is situated in Milan, Lombardy, Italy.
Culture
Loro Piana fosters a culture of meticulous craftsmanship, product integrity and quiet luxury, valuing discretion and client centricity. As part of the LVMH group, the workplace emphasizes collaboration across functions and markets, with a strong focus on quality, heritage and continuous improvement.
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 Loro Piana, 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 Director», «Head of Customer Service & After‑Sales», «Director of Service Operations», «Head of Warranty & Spare Parts», «Customer Care Director», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.