Head of After Sales

Experteer Overview

In this role you will define and drive the global after-sales strategy for Loro Piana, shaping a unified service portfolio across stores and regions. You will lead the end-to-end after-sales experience to boost customer satisfaction, loyalty, and brand reputation, while enabling business growth through operational excellence. You will collaborate with cross-functional teams to implement innovative after-sales programs and ensure consistent service delivery at scale. This is a high-impact opportunity to influenceLuxury retail service standards and customer care.

Retribuzione / Benefits

• Define and implement a global after-sales strategy and transformation roadmap
• Develop and govern the Services portfolio and guidelines for global rollout
• Oversee after-sales lifecycle, including installation, support, spare parts, and warranties
• Manage warranty and complaint processes with Product Development and Quality
• Establish KPIs for after-sales performance and customer satisfaction
• Collaborate with Stores, Retail Operations and Quality to align service with product quality

Responsabilità

• 10+ years in senior after-sales or customer service roles in luxury retail
• Strategic mindset for developing end-to-end after-sales strategies
• Proven project management: scoping, budgeting, scheduling, stakeholder management
• Experience in process improvement and KPI monitoring
• Strong leadership and team management abilities
• Excellent communication, interpersonal, and negotiation skills
• Collaborative with operations, product development, and client care