Quality Control & After Sales Service Manager - Watches and Fine Jewelry (HKMO)
Hong Kong S.A.R.

Key Responsibilities :


  • Being the overall in-charge of the HKMO WFJ repair centre operations and with full responsibilities in defining and implementing the local key actions in consistency with Global / Regional strategy.
  • Manage and organize the After Sales Services (ASS) team (watchmakers and administrative team) : Proposing optimum organization (taking into account the workload) to guarantee the best lead-time to clients (planning, sizing of resources, sub-contractors etc).
  • Manage the skills of the team in consistency with the target client’s services (training, certification, new hiring etc).
  • Monitor the workshop performance (lead time, cost, quality of repairs).
  • Manage the P&L and budget of the workshop.
  • Manage all the local ASS Partners (local sub-contractors, external repair centers etc) to strive for the best interest of the House :
  • Set up contract and SLA taking into account Global / region frameworks.
  • Controlling the quality of repair, cost prices, lead-time of the existing one.
  • Procuring them spare parts & accessories (only if approved).
  • Providing them the Chanel procedures, tools, technical information to perform according to Chanel standards.
  • Be the Key contact for ASS & Quality for Regional and Global WFJ teams.

  • Acting as the Subject Matter Expert & be innovative in formulating the clients service action plan with the right resources planned.
  • Be the contact of boutiques for all ASS & Quality topics.
  • Follow up the current repairs giving the best visibility to boutiques :
  • Manage some customers complains as needed.
  • Technical referent of boutiques (and clients) for any ASS matters.
  • In case of Service projects (Pro-active / E-services etc) ensure that the local asset (capacity, ) are fine to set up these new services and monitor up-grade action plans if necessary.

  • Develop talents by acquiring in-depth understanding of their capability and capacity to identify their training needs and provide the right recommendation to Global WFJ for watch maker training.
  • Define budget (inc. Travel & expense for training & certification with Central & Region people, seminar, training to Europe etc)
  • Promote a culture of job rotation to create the opportunities for our talents to elevate their skills and experience.
  • Maximize the repair centre productivity by ensuring the expertise & strength of the watch makers are utilized to the best extent.
  • Leverage the resources / best practice between Fashion and WFJ including skills and tools to enhance operation efficiency.

  • Manage the physical stock of ASS watches & FJ pcs, spare parts, accessory in stock in Chanel locations (warehouse, internal repair centers etc) :
  • Monitor the security of the stock in the workshops(incl. Insurance)
  • Procure the appropriate stock of spare parts & accessories then manage the supplier delivery time then organize the quality check then reception the pcs then deliver them (on loan or not) to external workshops
  • Monitor stock (inventory etc)
  • Enhance the effectiveness of the spare parts logistics flow by observing the three guiding principles : Just-in-time , Stock Accuracy and People Integrity .

  • Be the local IT Key user of the workshop IT system : training all new persons and proposing IT evolution for process optimization or new process.

  • Manage / organize the Quality team :
  • Propose optimum organization (taking into account the workload) and respecting the Regional / Global procedures.
  • Manage the skills of the team.
  • Monitor the quality activity.
  • Audit the quality of the stock (Boutiques & warehouse) and organize corrective action (refurbishments, ).
  • Be the contact of POS (retail & wholesales) for all Quality topics
  • Be the key contact of region and global
  • Requirements :

  • University graduate in Supply Chain Management or related discipline
  • Certification in six sigma or related process / service engineer will be an advantage
  • Minimum 10 years’ relevant experience in after sales and repair centre management
  • Less experience will be consider as Assistant Manager
  • At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress.

    We believe the uniqueness of each individual increases the diversity, complementarity and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience, and potential you could bring to CHANEL.


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