Customer Care Technical Manager -Luxury Watches
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Key skills for this role
About the Role
Reed Recruitment Middle East is hiring a Customer Care Technical Manager for a leading luxury watch retail group in Dubai. The role leads end-to-end customer care and technical workshop operations, ensuring exceptional service and compliance with brand standards.
Key Skills for This Role
Responsibilities
- Lead end to end customer care and technical operations, ensuring exceptional customer experience and operational excellence
- Oversee repair workflow, repair allocation, turnaround times, backlog management and SLA adherence
- Ensure quality assurance of all repaired and serviced watches before delivery
- Manage VIP cases, complex complaints and second level escalations
- 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
- Lead operational improvement projects, system enhancements and process automation
Requirements
- 10–15 years of experience in luxury watch after sales service, customer care, or technical service center operations
- Proven experience managing a large format, process driven Swiss watch service center handling prestige brands
- Strong exposure to customer care operations, workshop management, technical support, quality assurance and people leadership
- Minimum 8 years in a managerial role leading customer service professionals, supervisors and watchmakers
- Technical Certification (WOSTEP) / Diploma in Watchmaking preferred
- Bachelor's degree in Business Administration, Management, Engineering or related discipline
Full Job Posting
Role Overview
- Reed Recruitment Middle East is currently looking for Customer Care Technical Manager for one of the leading retail groups which is into Luxury Watches.
Role & Responsibilities
- 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.
Knowledge & Skills
- Strong knowledge of luxury watch after sales service operations and workshop management.
- 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.
Requirement
- 10–15 years of experience in luxury watch after sales service, customer care, or technical service center operations.
- Proven experience managing a large format, process driven Swiss watch service center handling prestige brands.
- Strong exposure to customer care operations, workshop management, technical support, quality assurance and people leadership.
- Minimum 8 years in a managerial role leading customer service professionals, supervisors and watchmakers.
Education
- Technical Certification (WOSTEP) / Diploma in Watchmaking preferred.
- Bachelor's degree in Business Administration, Management, Engineering or related discipline
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