Aftersales position

Christian Bassett is recruiting a candidate for an Aftersales position for a key leading luxury watch and jewellery company.

 

• The person oversees the global aftersales function ensuring efficient operations, consistent and exceptional client service from assessment and quotation through technical intervention, quality control and return to the client.

• The person will be expected to drive process improvement, scalability and define how technology can support, working closely with the markets, workshops, quality control, production and IT.

 

Key Responsibilities

• Strategy and service standards

• Maintain and improve the global aftersales standards, policies and procedures.

• Develop the operational capacity and technology roadmap to support growth and service excellence.

• Lead, coach and develop the Aftersales team, setting clear objectives, responsibilities and priorities.

 

Aftersales operations

• Manage daily operations for all repairs and alterations (assessment, quotations, approvals, quality control, invoicing and return).

• Coordinate workflows and monitor service levels, including lead-times, costs, quality and client satisfaction.

• Monitor outstanding orders, resolve bottlenecks and proactively manage delays and urgent requests.

• Ensure accurate service records, clear ownership and full traceability throughout each intervention.

• Oversee complex and high-value cases to balance client expectations, feasibility and commercial considerations.

• Use data to improve processes, systems, product quality and management reporting.

 

Market support and client experience

• Act as the senior point of contact.

• Support markets with service solutions, quotations, timelines and access to technical expertise.

• Ensure timely, transparent and personalized communication throughout the service journey.

• Develop training and guidance to promote consistent standards across markets.

• Quality and product support

• Work with workshops to ensure interventions preserve each piece’s design, craftsmanship and integrity.

• Ensure appropriate technical assessment, clear instructions and rigorous quality control.

• Investigate recurring issues and repeat repairs, working with Quality Control and Production to address root causes.

• Represent aftersales in product development, ensuring repairability and operational readiness for new launches.

 

Candidate Profile

• Experience leading Aftersales, Client Care/Service operations (or have been in a senior position in comparable operational functions), with a proven understanding of end-to-end processes and service delivery.

• Experience within the luxury industry; Jewellery experience is preferred but not mandatory.

• A track record of improving processes, systems, efficiency.

• Demonstrated ability to manage workflows, capacity and performance across multiple teams or markets.

• Ability to work effectively with technical specialists and translate their recommendations into clear operational decisions and client guidance.

• Strong communication and problem-solving skills.

• Experience resolving complex, sensitive client situations, supported by commercial awareness and sound judgement.

• Meticulous attention to detail, discretion and confidence operating in a demanding international environment.

 

Only shortlisted candidates will be notified.