Loro Piana Head of After-Sales
- Employment
- Full-Time
- Seniority
- Director
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Jun 9, 2026
About Loro Piana
Loro Piana stands as one of the world’s foremost authorities in exceptional textiles, renowned for its mastery of cashmere, vicuña and the quiet elegance of Italian luxury. As an employer, the Maison offers a refined environment where heritage, innovation and uncompromising craftsmanship converge. Its teams contribute to a culture shaped by discretion, excellence and respect for rare natural materials, from artisanal savoir-faire to global retail and corporate expertise. Employees are invited to uphold a legacy of quality while advancing sustainable practices, client intimacy and contemporary refinement within a brand celebrated for timeless sophistication.
Loro Piana seeks Head of After-Sales in Milan. Lead global after-sales strategy, customer service operations, and service portfolio development for luxury retail excellence.
Role & Responsibilities
- Define and implement a comprehensive global after-sales strategy aligned with company objectives, maintaining end-to-end ownership of the after-sales transformation roadmap
- Design and develop the global Services Portfolio, including product care, maintenance, and repair offerings, with pricing, execution guidelines, and legal frameworks tailored to regional specifications
- Supervise the entire after-sales customer lifecycle from product delivery through ongoing support, ensuring seamless transitions and exceptional customer satisfaction
- Manage technical assistance, customer support, and spare parts operations, including establishing efficient workflows with Product Development, Operations, Quality, and Client Care teams
- Develop and implement performance KPIs to measure after-sales service delivery and customer satisfaction, ensuring visibility of lead times, backlogs, and service performance metrics
- Monitor market trends and industry best practices to identify improvement opportunities and drive innovation in after-sales processes and services
- Partner with Retail Excellence and Store teams to maximize service quality, collect customer feedback, and implement enhancement programs
- Collaborate with cross-functional stakeholders to ensure integrated support, prevent recurring issues, and drive continuous improvement initiatives
- Provide insights derived from after-sales experience to inform product development and service innovation
Qualifications
- Minimum 10 years of senior after-sales and customer service experience within the luxury retail sector
- Proven strategic mindset with ability to develop and implement comprehensive after-sales strategies focused on customer loyalty and brand advocacy
- Demonstrated project management expertise, including scope definition, budget management, timeline setting, stakeholder leadership, and risk identification
- Extensive experience in process improvement, operational efficiency optimization, and performance analysis
- Strong problem-solving abilities and proactive approach to business challenges
- Demonstrated leadership and team management capabilities with capacity to inspire and motivate diverse teams
- Collaborative working style with proven ability to partner effectively across operations, product development, and client care functions
Skills
Experience
Minimum 10 years of experience in senior after-sales and customer service roles within the luxury retail sector, with proven success in end-to-end process development and the establishment of effective operating models. The candidate should demonstrate a track record of strategic thinking, project delivery, and process improvement initiatives that have enhanced operational efficiency and customer satisfaction.
Education
Not specified
Workplace
The role is situated in Milan, Lombardy, Italy.
Culture
Loro Piana fosters a refined workplace culture rooted in Italian craftsmanship, exceptional materials, and an uncompromising pursuit of quality. Employees work in an environment that values discretion, technical mastery, and long-term thinking, where heritage and innovation come together to define quiet 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 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 «Head of Customer Service», «Director of After-Sales Operations», «After-Sales Strategy Director», «Customer Care Operations Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.