Director - Jewelry After - Sales Service & Repair - Harry Winston - New York

Job description
The key manager in the Company that is responsible for the worldwide jewelry client service and repair activities of Harry Winston Inc., a subsidiary of the Swatch Group. This role is a full member of the Global Sales Leadership Team and is accountable for establishing the strategy to support sales with client service and repair initiatives in support of the jewelry selling process. This is a direct report to the Global Vice President of Sales.

Team management
Supervises the activities, personnel and processes of the newly formed client service and repair department. Maintains the highest professional and ethical standards of client service and repairs with expert knowledge, training, skills, and experience to meet the requirements of the company. Leads a team of client services representatives in New York and matrix reporting for client services and repair staff that are working across the global retail network in the markets.

Major Responsibilities
Responsible for overseeing the client service department in New York and ensuring the delivery of the highest
level of client service and repair possible (after sales service and alterations).

Direct responsibility and supervision of the Client Service Repair Administration Team in New York.
Facilitate the repairs and new sale alterations within the New York facilities and approved external vendors for
repairs globally (when local / regional service repair centers are not viable)
Inform management of key client repair and service issues and recommendations for resolution. Certify
authorized repair centers world-wide
Develop Standard Operating Procedures (SOP)

Strategy & Planning
Work with management on client service and repair initiatives
Ensure the productivity, quality, and client-service standards are maintained within all repair facilities, and that
we have resources in place across the retail network.
Assisting to develop or update client service policies and procedures for Harry Winston Worldwide.


People Management
Oversee New York CSR administrative team for seamless operations of daily workflow.
Define job descriptions and interview potential candidates for client service positions, both in New York and
overseas.

Organization, policy
Investigate escalated client service and repair issues and find solutions
Communicate either directly with clients via phone, email, or letter or through the Sales Executives
Keep abreast of new company products and services.
Isolate and identify areas of improvement.
Decide operations of goodwill to correct client service issues

Activity Control
Develop a list of “key performance indicators” to analyze and report the departmental activities on a regular basis.

Network Control
Process approved refunds to customers for client service and repair issues.
Oversee process of addressing all jewelry client service and repair issues.
Recommend updates/changes to IT systems (GEM) for improved CS&R experience.
Ensure annual budgets are created, agreed upon, and adhered to for cost control purposes.

Other
Prepare requests for tools and support to ensure the teams have the capabilities and resources to
effectively deliver the objectives.

Desired Skills and Experience
Functional Skills & abilities
The required skills, knowledge and abilities in the repair, sizing, cleaning, of precious gemstones, estate jewelry, exclusively in the fine Jewelry industry with the finest houses in the World.
A minimum of 10+ years experience in high jewelry sales or client service organization, or equivalent related experience. Additional experience in luxury retail selling is also highly desired.
Knowledge of product manufacturing of high jewelry to support efficiency and transparency throughout the Supply Chain.
Passionate understanding and appreciation of the legacy and history of Harry Winston
Leadership and Personal Qualifications

Experience in leading a client service and repair team working within matrix organization with strong influence and leadership impact in a high end Luxury retail environment.
Successful candidate must have ability to influence multi-faceted dynamic fine jewelry and manufacturing teams at all levels.
Ability to effectively communicate with others at all levels within the Company including members of the executive committee, both verbally and in writing. Demonstrates a courteous, tactful and professional approach with employees and others.
Ability to accurately establish the length and difficulty of tasks and projects, set reasonable objectives and goals, anticipate and adjust for problems/roadblocks and measure results against goals.
Strong interpersonal skills to manage diverse Vendor management and retail operations experience
Expert problem solving skills and ability to interact in a multi-cultural and complex set of relationships is necessary.
Must meet Harry Winston’s values of integrity with high levels of trust and transparency, tenacity and drive, and a desire to always deliver continuous improvement.
Experience working in a global organization – with a strong orientation to International ways of working. European and North American jewelry service and repair experience a plus
Excellent written and oral communication skills.
Strong commercial partner to the Business. Strong technical degree at the undergraduate level with a GG preferred.

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!