Sr Manager After Sales Service – Premium Watch Brand
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Key skills for this role
About the Role
A luxury watch retailer in Dubai seeks a Senior Manager for Customer Care & Technical Operations to lead after-sales service, workshop operations, and team development. Requires 10-15 years in luxury watch after-sales service, with 8+ years in management.
Key Skills for This Role
Responsibilities
- Lead end to end Customer Care and Technical Operations function, ensuring exceptional customer experience and operational excellence
- Manage after sales service operations including customer support, repair workflow, TAT, backlog, and SLA adherence
- Oversee technical workshop operations, ensuring repairs meet manufacturer quality and technical standards
- Drive operational excellence through process improvements, workflow optimization, and productivity enhancement
- Monitor workshop KPIs, repair quality, first time fix rate, efficiency, and resource utilization
- Ensure effective quality control and final inspection before customer delivery
- Lead, coach, and develop Customer Care and Technical teams while driving performance and succession planning
- Manage customer escalations, VIP cases, warranty exceptions, and service recovery to enhance customer satisfaction
- Ensure availability of spare parts, tools, equipment, and workshop resources for uninterrupted operations
- Collaborate with brand principals, retail teams, suppliers, and internal stakeholders to deliver seamless after sales service
- Prepare and review operational reports, service KPIs, and customer satisfaction metrics for management
- Ensure compliance with company policies, manufacturer standards, and health, safety, and regulatory requirements
Requirements
- Bachelor's degree in Business Administration, Management, Engineering, or related discipline
- 10–15 years of experience in luxury watch after sales service, customer care, or technical service center operations
- Proven experience managing Swiss watch service centers handling prestige luxury brands
- Minimum 8 years of managerial experience leading customer service teams, technical supervisors, and watchmakers
- Technical Certification in Watchmaking (e.g., WOSTEP) or Diploma in Watchmaking is highly preferred
Full Job Posting
Job Overview
- One of the renowned luxury watch retailers in the GCC is looking for an experienced Manager / Senior Manager – Customer Care & Technical Operations to lead its Customer Experience and After Sales Service function.
- Location: Dubai, UAE
- Reporting To: Director – Customer Care
Education & Qualifications
- Bachelor's degree in Business Administration, Management, Engineering, or a related discipline.
- Technical Certification in Watchmaking (e.g., WOSTEP) or a Diploma in Watchmaking is highly preferred.
- Equivalent internationally recognized watchmaking certifications will also be considered.
Key Responsibilities
- Lead the end to end Customer Care and Technical Operations function, ensuring exceptional customer experience, operational excellence, and compliance with luxury brand standards.
- Manage after sales service operations, including customer support, repair workflow, turnaround time (TAT), backlog, and SLA adherence.
- Oversee technical workshop operations, ensuring repairs meet manufacturer quality and technical standards.
- Drive operational excellence through process improvements, workflow optimization, and productivity enhancement.
- Monitor workshop KPIs, repair quality, first time fix rate, efficiency, and resource utilization.
- Ensure effective quality control and final inspection before customer delivery.
- Lead, coach, and develop Customer Care and Technical teams while driving performance and succession planning.
- Manage customer escalations, VIP cases, warranty exceptions, and service recovery to enhance customer satisfaction.
- Ensure availability of spare parts, tools, equipment, and workshop resources for uninterrupted operations.
- Collaborate with brand principals, retail teams, suppliers, and internal stakeholders to deliver seamless after sales service.
- Prepare and review operational reports, service KPIs, and customer satisfaction metrics for management.
- Ensure compliance with company policies, manufacturer standards, and health, safety, and regulatory requirements.
Requirements
- 10–15 years of experience in luxury watch after sales service, customer care, or technical service center operations.
- Proven experience managing Swiss watch service centers handling prestige luxury brands.
- Strong expertise in customer care, workshop operations, technical support, quality assurance, and service excellence.
- Minimum 8 years of managerial experience leading customer service teams, technical supervisors, and watchmakers.
- Demonstrated experience in driving operational efficiency, customer satisfaction, and continuous process improvement.
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