Customer Service Director

Mission Statement:To provide each of the brands of LVMH W&J with the best services defined under Customer Service responsibilities by improving the quality of the services and productivity of the operation as well as motivating and developing Customer Service personnel.Main Responsibilities:CSL (Customer Service & Logistics) is one of the divisions of W&J SSC (Shared Service Center), providing service of Customer Support, Before Sales Service, After Sales Service for Watches and Jewelry such as TAG Heuer, Zenith, Hublot, Chaumet, Fred and Bulgari imported from Headquarters in Switzerland, France and Italy.This position is a leadership role of Customer Service in the CSL organization.Preparation and execution of the strategic plan of quality and productivity improvement plansDefine Customer Service strategy and action plans, in line with Brand strategy, and implement the plans on a timely basisPrepare budgets and forecast and other related reports.Prepare a monthly status report to monitor the performance of Customer Service operation, and take the actions based on the analysis of the performance.Manage Customer Service expenses and capital spending within the budget.Management of relationships and development of partnershipswith Brand.Establish day-to-day communication with Brand to ensure the operation meets the needs of the Brand.Collaborate with Brand to develop and implement the projectsManagement of Customer Service employeesCoach, guide and motivate Customer Service employees.Define objectives and evaluate their performanceKey focus of managing each function in Customer Service is as follows:Customer Support Center/Order Taking – Ensure that the interface with consumers and customers are effective and efficient with the high level of services.ASS – Ensure that the services in terms of quality and speed are the best among the competitors.Job Requirements:ExperienceExperience of Project Management/Factory Management/People ManagementProfessional experience abroad preferably.Luxury experience in BusinessOverall knowledge in Repair/Customer Service/ Manufacturing.Skills/Abilities:Ability to analyze the operation and to develop action steps for the improvementAbility to manage projects, to develop budget, and to prioritize multi-tasking and control deadlinesLeadership in large scale of organizationTeam builder and people management skills with maturityPresentation skills in both Japanese and EnglishPersonality:Results-driven and objective oriented personInternational exposure, responsible, flexible, independent, hard worker, trustworthy.Language:Business level of Japanese and English skills