Head of After Sales

Over 10 years of experience in senior after-sales and customer service roles within the luxury retail sector, successfully driving end-to-end process development and establishing effective operating models; Strategic mindset with the ability to develop and implement comprehensive after-sales strategies focused on customer loyalty, satisfaction, and brand advocacy; Proven project management skills, including defining scope, managing budgets, setting timelines, leading stakeholders, creating project plans, identifying milestones and risks, tracking progress, and driving delivery against established objectives; Extensive experience in process improvement to enhance operational efficiency and customer satisfaction; Expertise in performance analysis and KPI monitoring to drive continuous improvement; Strong problem-solving skills and a proactive attitude; Demonstrated leadership and team management abilities, with a talent for inspiring and motivating diverse teams; Collaborative working style, partnering effectively with operations, product development, and client care teams; Exceptional communication, interpersonal, and negotiation skills, with a focus on empathy and discretion.