Assistant Manager, After Sales - South Coast Plaza

Summary

The Assistant Manager, After Sales oversees the boutique after-sales service operations for Fashion, Watch, and Fine Jewelry, ensuring quality, timeliness, and an exceptional client experience. This role manages workshop workflow, third-party vendors, and performance metrics while partnering with the Boutique Director on strategy and process improvements. The position is focused on operational excellence, staff development, and escalated client issue resolution.

Responsibilities

• Oversee day-to-day after-sales operations and workshop workflow for Fashion, Watch, and Fine Jewelry.
• Analyze performance using KPIs (efficiency, lead times, warranty and come-back rates) and implement improvement plans.
• Manage relationships with third-party vendors and ensure workshop equipment and processes meet standards.
• Conduct quality audits, spot checks on repairs, and manage product return and central stock processes.
• Recruit, train, coach, and monitor after-sales staff and define technical training plans for technicians.
• Handle escalated client issues and coordinate timely resolutions to maintain client satisfaction.

Requirements

• Minimum 5 years of related experience in a repair or technical-oriented field (5-7 years preferred).
• Bachelor’s degree preferred.
• Proven experience managing technicians, vendors, and after-sales workflows.
• Strong ability to analyze KPIs and drive process improvements.
• Ability to lift 15 lbs and work a flexible schedule including late nights, weekends, and some holidays.