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 abil

📌 E-Retail Sales Coordinator (Italia)
🏢 Experteer Italy
📍 Italia