Customer Quality Service & Restoration Manager

Job description

About the company 

Founded in Brussels in 1829, Delvaux is the oldest luxury fine leather goods house in the world and has been active without interruption ever since. 

Delvaux is the inventor of the modern handbag, having filed the first-ever leather handbag patent in 1908. 

Combining creativity and savoir-faire, Delvaux crafts leather designs of timeless style. Emblematic creations include The Brillant (1958), The Tempête (1967) and The Pin (1972), The Lingot (2022) all of which are hand-crafted in la Maison’s very own ateliers in Belgium and France. 

Steeped in emblematic addresses around the world, from Saint-Honoré to New Bond Street to Fifth Avenue, all 60 Delvaux boutiques are different. Official purveyor to the Royal Court of Belgium since 1883, Delvaux has always shared and celebrated Belgian cultural references and values. 

 

Mission

As Customer Quality Service & Restoration Manager, you will ensure that our products continue to meet our customers’ expectations over time, fostering brand loyalty through responsive, high quality support and restoration services.

 

Main Responsibilities: 

As Customer Quality Service & Restoration Manager you will directly report to the Head of Quality Assurance.

Your tasks will mainly include :

·  Definition, application and continuous improvement of all the Customer Quality activities Management.
·  Active listening and follow up of all Product Quality feedbacks from Regions and Customers
·  Identify and share relevant feedbacks for Product Quality continuous improvements to cross with functional teams (development, merchandising, production, etc..)
·  Establish and populate the necessary KPIs to Business
·  Act as the Voice of Customer within the organization and participate to Quality Standard definition
·  Represent Customer Quality during development and industrialization phase of newness
·  Collaborate with Commercial teams to define processes to guaranty high Customer experience
·  Manage the Before & After Sales team (specialists and artisans)

 

*This list is not exhaustive 

 

Your Profile

·  A Master's degree or equivalent 
·  At least 5 years of successful experience in a similar position
·  Solid experience in development and technical processes
·  Teamwork and leadership experience; mentoring team and mobilizing people to common goal achievement
·  Knowledge in luxury leather goods is a plus
·  High analytical skills. Able to analyze results and prioritize actions
·  Excellent interpersonal skills, team spirit and solution oriented
·  Ability to circulate clear information
·  Project management work in different environments 
·  Software skills : Excellence in Microsoft Excel and SAP environment
·  Flexibility, curiosity and open-mindedness
·  Fluent in French and English, written and spoken

 

 

 

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