Head of After Sales

Experteer Overview

In this role you will lead the global after-sales strategy and operations for Loro Piana, driving customer satisfaction, loyalty, and brand reputation. You will own the end-to-end after-sales transformation, shaping a global service portfolio and guidelines across regions and product categories. You’ll partner with product development, operations, and client care to optimize processes, warranties, spare parts, and service delivery, with a focus on growth and consistent customer experience. This is a high-impact leadership position in a luxury-brand context.

Retribuzione / Benefits

• Define and implement the global after-sales strategy with end-to-end ownership of the transformation roadmap
• Define and develop the global Services portfolio and guidelines, including pricing, regional adaptations, and communication for each service
• Supervise the complete after-sales customer lifecycle from installation/delivery to ongoing support
• Manage and optimize technical assistance, customer support, spare parts, and related workflows across functions
• Oversee warranty and complaint management processes and collaborate with Product Development, Quality, and Client Care
• Develop and implement KPIs to measure service performance, lead times, backlogs, and customer satisfaction
• Collaborate with Stores, Retail Operations, and Quality to ensure end-to-end alignment between service delivery and product quality
• Provide feedback from after-sales to inform new products and continuous improvement

Responsabilità

• 10+ years in senior after-sales or customer service roles in luxury retail
• Strategic mindset with experience in end-to-end strategy development
• Proven project management skills (scope, budgets, timelines, milestones)
• Strong process improvement and KPI monitoring experience
• Leadership and team management with ability to inspire diverse teams
• Collaborative working style with cross-functional partnership skills
• Exceptional communication, interpersonal, and negotiation abilities with discretion

Requisiti fondamentali