Job description
Summary
ABOUT SAINT LAURENT
Founded in 1961, Yves Saint Laurent was the first couture house to introduce the concept of luxury prêt-à-porter in a 1966 collection called ‘Rive Gauche’, synonymous with youth and freedom. This shift represented a first critical step in the modernization of fashion and revolutionized the socio- cultural landscape.
In 1999, the luxury goods division of the Kering Group acquired Yves Saint Laurent and, under the creative direction of Anthony Vaccarello since April
2016, continues to position the house at the summit of the luxury universe.
Today, Saint Laurent collections include women’s and men’s ready-to-wear, shoes, handbags, small leather goods, jewelry, scarves, ties and eyewear.
Job Description
We are currently seeking an Aftersales Specialist who will report to the Director of Client Services as part of our dynamic team in New York, New York.
ROLE
As the Aftersales Specialist for the Americas, your mission is to develop and maintain relationships between the Client Service Ambassadors, Retail Professionals, Internal Production Teams, External Suppliers, as well as Local and HQ Operations Colleagues with the purpose of enhancing the After-Sales experience of the Saint Laurent client.
MISSION
BRAND IMAGE
- Responsible for developing interactive After Sales training for client facing teams; including but not limited to, commercial policy, AX-tool, ticket management, client approach and engagement.
- Develop user friendly training materials to ensure the Aftersales tone is consistent amongst all teams.
- Work closely with the Retail Store teams to gather information relating to both client and employee feedback in conjunction with the Aftersales process.
- Partner with local Kering Repair Center for updates on Spare Parts ordering and Quality Control topics.
OPERATIONS PROCESS
- Support stores with to AX-Tool ticket management and web application assistance.
- Act as the main point of contact for all product care issues between WW Aftersales Team & Retail Stores.
- Oversee production recalls for retail network.
- Generate reports to understand opportunities of development and training within stores
- Monitor KPI lead time results for the Americas to improve client experience and reduce lead times.
- Liaise with Kering RCS back and front office teams for all repair inquiries sent to local and HQ repair center.
CLIENT/BUSINESS DEVELOPMENT
- The Aftersales Specialist will ensure that the brand tone, as it relates to all aftersales matters, is exercised by all colleagues in alignment with regional expectations.
- The Aftersales specialist will proactively flag recurring issues to our HQ partners, provide recommendations and verbiage to CS & Retail ambassadors for alignment and to ensure smooth communication to clients.
PROFILE
- Enthusiasm for the Brand and the Fashion Industry
- Client oriented with a sense of service (go the extra mile spirit)
- Autonomous & pro-active
- + 2 years’ experience in this field
- Excellent organizational and interpersonal skills
- Team spirit with strong communication skills
- Professional presence and ability to build consensus among groups
- Openness to new technologies
- Excellent written and verbal skills in English. Multilingual is an advantage
- Commercial mindset
- Travel will be required
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Job Type
Regular
Start Date
2022-08-31
Schedule
Full time
Organization
YSL America Holding Inc.
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