Be an Exceptional Technical Expert
- Leading by example and demonstrating leadership, ensure quality issues/repairs are properly dealt with, in-line with lead-time targets
- Ensure immaculate organisation of the Care Services and Repairs area, driving best-practice and developing new ideas with your manager
- Ensure full process and customs requirements for repairs and shipments to Paris Repair Centre are met with 100% accuracy to avoid additional delay.
- You will possess and maintain a strong, in-depth, and highly technical expertise which you will use to drive and develop Care Service performance, inclusive of qualitative in-stock inventories.
- Ensure regular communication with the stock team to ensure the correct management of defective exchanges.
- Be responsible for leading the development of all team members in Care Services, and around the network. Supporting regional locations where necessary.
- Ensure regular follow up with clients regarding their items or queries
- Achieve individual and team objectives and be accountable for the Care Services results vs targets.
- Manage the aftersales feedback on Voice with team members and mangers and create actions based on the feedback.
Drive Commercial Performance, and Client Development in Care Services
- Be a partner to your Manager; Ability to provide Head Office with feedback relating to Care Services, and any missing opportunities
- Create and implement specific action plans to proactively drive the business and maximize Care Services performance through: Organization / Inventories / My Repair follow up / Tool box and spare parts for in store repairs
- Be the Ambassador and role model of your category – demonstrating an active, genuine passion and strong enthusiasm, by demonstrating pro-activity.
- Master a deep knowledge of your category, and be able to deal with the most demanding client situations
- Working closely with the RPM, Logistics & Supply Chain teams, build the best possible regional and international Care Services communications - Finding solutions and strong results vs objectives and new opportunities
Support and Train the Store Team on Care Services
- Be a partner to the Field Coach Trainer to develop Care Service and Repair knowledge in the store
- You will use your Expert knowledge to communicate and inspire the team on corporate strategy and relevant business information (animate team briefing sessions, trainings etc)
- Develop your expertise in carrying out in-store repairs to the quality standards expected, and driving this through trainings and 1:1 sessions
- By reviewing Care Services performance, you will meet 1:1 with Client Advisors to coach and develop bespoke action plans relating to missed opportunities and provide feedback to relevant line managers
General duties
- As well as driving the development of Care Services expertise in your store, you will additionally be a point of contact regionally.
- Be fully integrated to the store team and contribute to achieving the overall objectives
of the store
- According to store: support the Client Advisors in optimizing match to traffic and better adapt aftersales to Clients needs
- Develop the highest Brand and product knowledge
