Head of After Sales

The Head of After Sales will be responsible for the strategy, management, and optimization of all Loro Piana after-sales activities, ensuring maximum customer satisfaction and loyalty. The role involves defining and implementing a global Service Portfolio and related guidelines, overseeing support services, spare parts management, and warranties, and ensuring an end‑to‑end, consistent after‑sales experience across regions and product categories, while actively contributing to business growth and brand reputation.

Job responsibilities

Strategy and Development:

• Define and implement the global after-sales strategy in alignment with overall company objectives, with end‑to‑end ownership of the after-sales transformation roadmap;
• Identify opportunities for improvement and innovation in after-sales processes and services;
• Monitor market trends and industry best practices to keep the company at the forefront.
• Define and develop the Services portfolio - such as products care & maintenance, repair etc - and guidelines which will be launched and implemented globally in all stores and customer communication touchpoints;
• For each service, define pricing and offering execution pre, during and post product usage, legal aspects that are required to be developed globally and by region as well as communication guidelines for each type of service by category, ensuring global consistency while managing local specificities.

Operational Management:

• Supervise the entire after-sales customer lifecycle, from installation/delivery to ongoing support, ensuring seamless transitions and client satisfaction ;
• Manage and optimize technical assistance, customer support, and spare parts: this includes establishing and maintaining efficient communication channels and workflows with Product Development for Spare Parts catalogue definition, Operations for spare parts production and management, quality control, and logistics, ensuring optimal inventory and delivery ;
• Ensure the efficiency and effectiveness of warranty and complaint management processes , this involves fostering strong working relationships and clear communication with Product Development and Quality to address product-related issues and improvements, and with Client Care to leverage commercial opportunities and enhance overall client service ;
• Develop and implement KPIs (to measure after-sales service performance and customer satisfaction). This includes ensuring full visibility on lead times, backlogs, and service performance, and incorporating feedback from collaborations with Product Development, Operations, and Client Care to continuously improve service delivery.

Customer Experience:

• Working closely with the Retail Excellence team, ensure a high level of service and customer support to maximize satisfaction and loyalty and implement programs for collecting customer feedback and act accordingly to improve the experience;
• Ensure issues’ timely and effective resolution.

Cross-Functional Collaboration:

• Collaborate closely with main internal stakeholders, including Stores, Retail Operations and Quality teams, to ensure end‑to‑end alignment between service execution, operational processes, and product quality standards, enabling integrated support, continuous improvement, and prevention of recurring issues;
• Provide feedback and insights derived from after-sales experience to inform the development of new products and services and contribute to continuous improvement and prevention of future issues.

Profile

• 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.

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