A career in Maison Valentino is your chance to grow in a reality where business and creativity meet and thrive in an inclusive, and open-minded community. 

Maison Valentino believes in a colleague-centric approach, where our contribution and behaviors as individuals are the secret of our success as a community. Each Valentino colleague is crucial to guarantee that every need in Valentino is met with mastery, creativity, uniqueness, and care.

We are looking for a GLOBAL AFTERSALES MANAGER based in MILAN

Job Mission:

• Be the primary point of reference for all corporate functions and regions on After Sales activities
• Provide constant guidance to regional teams in order to guarantee compliance with After Sales policy and procedure standards
• Ensure the full efficiency of After Sales processes and the utmost client experience
• Define global processes and tools to enhance the Global After Sales experiences, ensuring a commitment to excellence and client centricity
• Lead the global implementation of After Sales strategies, ensuring a unified brand experience worldwide
• Anticipate client needs, trends and feedback to continuously innovate services and ensure loyalty
• Collaborate across functions to integrate After Sales requirements into the customer journey, providing valuable feedback for continuous improvement

Main Duties and Responsibilities:

• Act as primary point of contact for retail regional teams on all activities related to the After Sales service
• Writing and updating procedures and instructions for the management of the After Sales services
• Develop and deliver training modules on After Sales Policy & Procedures 
• Ensure appropriate level of supply coverage while minimizing costs

• Develop dashboard on after sales performance analyses to monitor the main KPI (volume trend, lead time, defective rate, etc.), ensuring targets are met and implement actions when necessary to improve performance
• Analyzing repair requests volumes to identify specific quality issues to escalate and be promptly addressed by Product Quality Department
• Identify opportunities for cost efficiency by reviewing processes in place
• Perform other duties as required

Requirements

• University degree in Economy, Business Administration, Engineering Management or related field
• 10 years of proven working experience in a similar role. Experience in Luxury is considered as a plus
• Strong analytical profile with experience in operations management, preferably at a global level
• Excellent in MS Office skills (Excel, Outlook, Powerpoint)
• Very good communications skills
• Strong problem solver with the ability to analyze cause and effect relationship
• Strong ability to interact at various organizational level and influence internal and external stakeholders
• Proven track record of strong people management skills

The Valentino ecosystem is home to a wide and extraordinary pool of talents, each colleague contributing with their unique attributes, nurturing a culture of inclusivity and equality. Inspiring sense of belonging, passion and engaging colleagues are the bases of our inclusive and multifaceted world.