Position :
Being part of LOEWE gives you the opportunity of learning new things every day and working with people passionate about what they do, in a fast-paced environment and in a company full of ambitions.
We are looking for our Quality and Aftersales Services Manager to lead all Loewe's Customer Quality activities.
Reporting to the Global Quality and Aftersales Director, you will be based in Madrid (Getafe) with frequent travels to regions.
Key Functions of the position:
* Defining and implementing all the Customer Quality Services activities
* Managing and improving continuously LOEWE´s After Sales Services
* Listening actively to all Product Quality feedback from Markets and Customers.
* Establishing and maintaining the relevant necessary KPIs in order to:
o identify and prioritize Product Quality actions,
o manage the relevant action plans with other departments (development, production)
o Identify and promote the organization to identify Product Quality improvements
o Represent and formalize the Customer Quality Standards in order to play an active role, together with the affected functions, in the definition and respect of the internal Quality Standards
o Act as the "Voice of the Customer" within the organization
o Manage After Sales central teams, dotted line with Quality & After Sales team in Regions (APAC, Japan, China and USA)
o Guarantee that the best-in-class aftersales policies and processes are put in place and continuously maintained and improved, in close collaboration with retail and wholesale functions, Customer Services and Retail Operations
About us:
Created in Spain in 1846, LOEWE approaches 175 years as one of the world's major luxury houses. Since 2013, under LOEWE's creative director, Jonathan Anderson, the brand has started a new chapter, presenting itself to the world as a house focused on craft and culture; evidenced through an intellectual yet playful approach to fashion, bold and vibrant Spanish lifestyle, and unmatched expertise with leather.
LOEWE has a rich legacy of craftsmanship dating back to its beginnings as a collective workshop and has long valued artisanal techniques in its approach to design and manufacture. These core values are reflected in the brand's belief in the importance of craft in today's culture, its modern interpretations of historical artistic achievements and its commitment to supporting contemporary art, craft and culture around the world.
Profile :
What is important for the role:
* Knowledge of leather goods with strong interest for technical, production or development processes
* Previous experience, minimum 5 years, in After sales services or equivalent related functions
* Excellent communication and negotiation skills
* Teamwork & Ability to lead and manage teams (direct & dotted line reports)
* Analytical, problem-solving and decision-making skills (ability to analyse results, trends, and prioritize actions).
* Organisation, ability to handle various things at the same time and to work under pressure and with tight deadlines
* High level of English (mandatory and proven), Spanish, a 3rd language would be a plus
* Excellent knowledge of Microsoft Excel, ability to work with large data sheets.
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