Care & After-Sales Service Manager

B V L G A R I is seeking a Care & After-Sales Service Manager join its Latin America & Caribbean team in Coral Gables, Florida.

Reporting to the Senior Director for Operations & Omnichannel for Latin America & Caribbean, this position is based in the Miami regional office. At Bulgari, curating Client Experiences has become key in forging the connection between client and the brand. This means Care & After-Sales Service (AFSS) now also plays a role in the Client Journey.

The Care & AFSS Manager is an individual who will provide invaluable input to advance timely resolutions and repairs while finding ways in elevating the Client Experience. The Care & AFSS Manager is also an enthusiastic problem solver who is connected to the market and can translate client issues regarding AFSS and offer a unique and seamless solution to each problem.

The successful Care & AFSS Manager has a strong command of the company’s AFSS policies, Code of Conduct, Logistics; is well trained in product knowledge and is a relationship builder. She/He will assure a strong connection with the Central Care & AFSS teams in Italy & Switzerland.

This role is focused on providing services and repairs for Jewelry, Watches and Accessories in-full, in-time, in quality and efficiency thru a network of External Workshops. The incumbent must have an Omnichannel mindset, and constantly improves AFSS experience, making it seamless and elevated vis-a-vis the client. Scope includes support for all channels (DOS and BPs).

This role works closely with Operations, Logistics, Training, IT, CRM and Retail teams.

Key Responsibilities

• Build, manage and train a reliable and geographically adequate network of External Workshops, providing efficient and quality service to directly owned stores and business partners.
• Search, negotiate and implement new workshops around the region, providing support through the certification program as well as building the opening stock model.
• Drive the regional service operations network through constant monitoring and audit of performance, benchmarking, training, recruiting, corrective actions and follow-up.
• Support sales organizations of region (internal and external) in all post-sales matters (from service selling up to proximity repairs) through audit, trainings, feedback, supply of spare parts and tools. Act as a facilitator for all DOS/BP clients’ issues.
• Partner with CS team for spare parts orders management, making sure orders are forecasted, placed, and delivered in a timely manner.
• Partner with central After Sales Service organization through feedback, local benchmarking, performance statistics, and on regional action plan based on common agreement of priorities. A key person to share and promote the AFSS needs of its markets with the BUs and to relay the global organization, policies, IT tools and processes in its region.
• Improve and maintain service flows and timelines to deliver best-in-class service, exceeding delivery expectations.
• Ensure timely roll-out of services in line with the launch plans for novelties and priorities of the Business Units, using technical training and clear communication to the regional service network.
• Manage and develop the CARE Ambassador program through continuous training, offsite activities and workshop visits (internal and external).

Key Requirements

• Minimum 7 years’ experience. Preferably in AFSS, Care, or Account Management.
• Fluency in written and spoken English and Spanish. Portuguese highly desirable.
• Excellent ability to communicate with diverse populations (technical, commercial, management)
• Strong Negotiation skills / capacity to find win-win solutions
• Strong diagnostic and analytical skills with strategic agility; can easily switch from macro-view to real time problem solving.
• Must be results driven with strong customer service orientation
• Experience in operations, service or logistics in Latin America is preferred, but not required.