Job Description

• Lead, coach and develop a multidisciplinary team spanning workshop operations, customer service administration and training
• Build a high-performance, collaborative culture aligned with the company's leadership principles
• Drive talent development, succession planning, recruitment and employee engagement
• Own end-to-end Centre operations, ensuring quality, turnaround time and client experience meet standard
• Monitor workshop capacity and workload to optimize efficiency and delivery
• Ensure Customer Service processes and methodologies stay aligned with Group requirements
• Act as the reference Centre for South East Asia, supporting Customer Service activity across regional markets
• Manage the Customer Service Training Centre and build technical/operational capability across the region
• Oversee the network of authorized repair centres for standards alignment
• Analyze performance and identify opportunities to improve productivity, quality and customer satisfaction
• Drive continuous improvement and operational transformation initiatives
• Manage budgeting, forecasting and resource planning
• Set and track KPIs, providing performance reporting and insights to management
• Support strategic decisions through data analysis and business recommendations
• Ensure compliance with Customer Service policy, quality standards and internal controls
• Support audits and risk management activity
• Build strong partnerships with regional and global stakeholders


Job Requirements

• Bachelor's degree in Business Administration, Engineering, Operations Management or related field
• 8 to 10 years in Customer Service, After-Sales Service, Operations or Workshop Management
• Proven track record managing medium to large teams in a service, technical or operational environment
• Regional or multinational organization experience
• Strong grasp of after-sales operations, service delivery and operational excellence
• Track record in performance management, process optimization and continuous improvement
• Strong analytical skills, comfortable interpreting operational data, KPIs and business metrics
• Budget management, forecasting and resource planning experience
• Strong leadership and people development capability
• Excellent communication and stakeholder management, able to influence across functions and levels
• Customer-centric mindset with strong business acumen and strategic thinking
• Proficient in Microsoft Office and business reporting tools
• Luxury goods, watchmaking or technical service background a strong plus