Job Description

Key Responsibilities

  • Lead, coach and develop a cross-functional team across workshop operations, customer service administration and training
  • Cultivate a high-performance, collaborative culture consistent with the company's leadership principles
  • Drive talent development, succession planning, recruitment and employee engagement
  • Take ownership of end-to-end Centre operations, ensuring quality, turnaround time and client experience hit target
  • Track workshop capacity and workload allocation to maximize efficiency and delivery
  • Ensure Customer Service processes and methodologies remain aligned with Group requirements
  • Serve as the reference Centre for South East Asia, supporting Customer Service activity across regional markets
  • Run the Customer Service Training Centre and grow technical/operational capability across the region
  • Oversee the authorized repair centre network to ensure standards alignment
  • Analyze performance data and identify opportunities to lift productivity, quality and customer satisfaction
  • Lead continuous improvement and operational transformation projects
  • Own budgeting, forecasting and resource planning
  • Establish and monitor KPIs, delivering 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

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 leading medium to large teams in a service, technical or operational environment
  • Experience in a regional or multinational organization
  • Solid grasp of after-sales operations, service delivery and operational excellence principles
  • Track record in performance management, process optimization and continuous improvement
  • Strong analytical skills, comfortable working with operational data, KPIs and business metrics
  • Experience managing budgets, forecasting and resource planning
  • Strong leadership and people development capability, able to inspire and grow high-performing teams
  • Excellent communication and stakeholder management, able to influence across functions and levels
  • Customer-centric mindset paired with strong business acumen and strategic thinking
  • Proficient in Microsoft Office and business reporting tools
  • Background in luxury goods, watchmaking or technical service environments a strong plus