the job
The incumbent will lead end-to-end customer care and technical workshop operations for the Group's service centre, ensuring exceptional customer experience, repair quality, and operational excellence. The role will oversee repair workflow, workshop teams, service standards and escalations.
Job Description
- Lead end-to-end customer care and technical operations, ensuring exceptional customer experience and operational excellence
- Lead customer care operations, ensuring timely resolution of customer concerns, service exceptions and escalated cases
- Ensure compliance with company policies, brand standards, regulatory requirements and workshop procedures
- Oversee repair workflow, repair allocation, turnaround times, backlog management and SLA adherence
- Take overall responsibility for all technical workshop activities and compliance with manufacturer standards
- Continuously improve repair processes by adopting industry best practices
- Plan daily workshop schedules and allocate work based on technician skills and workload
- Monitor productivity, repair quality, efficiency, rework and capacity utilization; implement corrective actions
- Ensure quality assurance of all repaired and serviced watches before delivery
- Evaluate watchmaker competency and identify technical training requirements
- Provide technical guidance to Customer Care teams and support customer explanations where required
- Ensure workshop tools, testing equipment and calibration systems remain fully operational
- Monitor spare parts utilization and workshop consumables
- Lead root cause analysis of recurring technical failures and implement preventive actions
- Drive customer experience through feedback analysis, service recovery and retention initiatives
- Manage VIP cases, complex complaints and second-level escalations
- Conduct workplace audits, compliance reviews and corrective action plans
- Lead manpower planning, scheduling, performance management, coaching and succession planning
- Prepare operational reports, KPIs and management dashboards
- Act as liaison with retail operations, brands, regional offices and suppliers
- Review and approve goodwill, discounts, replacements and service exceptions within authority
- Lead operational improvement projects, system enhancements and process automation
- Ensure compliance with health, safety and workshop housekeeping standards
profile
- 10–15 years of experience in luxury watch after-sales service, customer care, workshop management or technical service centre operations
- Excellent theoretical and practical understanding of Swiss watchmaking
- Knowledge of repair processes, quality assurance, warranty administration and service recovery
- Strong understanding of workshop tools, equipment and testing instruments
- Experience with ERP and service management systems
- Advanced analytical, reporting and MS Office skills
- Strong leadership, workforce planning and continuous improvement capabilities
- Strong leadership and people management skills
- Excellent communication, presentation and interpersonal skills
- Highly organized with strong planning and execution ability
- Customer-centric with commercial awareness
- Strong problem-solving and decision-making capability
- Positive attitude with a continuous improvement mindset
- High level of resilience, sound judgment and commercial acumen
- Ability to manage multiple priorities in a fast-paced environment
