Position 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. Services Portfolio 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

📌 Head of after sales (Italia)
🏢 Loro Piana
📍 Italia