Client Care Manager

COMPANY DESCRIPTION:

RIMOWA is a global leader in the premium luggage space. The brand, which was founded in 1898 revolutionized the travel industry in 1937 with its iconic aluminium trunk, and was the first company to produce suitcases made out of polycarbonate in 2000. Celebrating its 120th anniversary in 2018, RIMOWA continues to create suitcases for purposeful travellers, placing quality and innovation at its core. Its suitcases, which are designed and engineered in a RIMOWA owned factory in Germany, are the product of a unique manufacturing process that combines heritage and craftsmanship with the rigors of modern technology. RIMOWA was acquired by the LVMH Group in January 2017 and is headquartered in Cologne, Germany

SUMMARY DESCRIPTION:

The Client Care Manager provides the best after sales services and experience to our Clients, ensuring a smooth process from the point of receipt to the return of the product to the Client, in its region. The role will include managing all aspects of after sales services and leading local teams of Technicians and Client Care Advisors with the goal of providing an exceptional after sales experience for our clientele.

YOUR ROLE :

Supply Chain Manager AMERICAS provides the best Client Experience of repair services and ensure the smoothest process from the point of receipt to the return of the product to the Client. The role is to manage end-to-end Care processes and to lead local teams in Retail stores, in workshops centers and in the customer service. The AMERICAS region represents 3 countries including 21 retail stores and 5 workshop centers.

The position will report functionally to the Head of Global Client Care and hierarchically to the Supply Chain director AMERICAS.

Travel requirement: 20%

YOUR RESPONSIBILITIES:

Lead the Client Care network in AMERICAS

° Manage the own dedicated in-store repair network (~20 technicians & Client Care advisors), workshop centers (~15 technicians & coordinators) including 2 direct, customer service team including 1 direct report, Brazil Client Care organization including 1 direct report

° Lead the team, foster collaboration, engage team members by enhancing capabilities and competencies, review organization to follow business evolution

Ensure Client Satisfaction

° Ensure every country offers the same level repair excellence

° Deescalate clients and situations whenever needed

° Elevate the overall Client Experience by ensuring a fast leadtime repair

° Report quality issues and client feedback to HQ

Monitor & increase performance

° Measure KPIs, analyse root cause in case of deviation and set up short action plan (quick wins) and medium / long mitigation plan

° Compare load plan with capacity. Establish action plans to fit “demand” with repairs capacity

° Lead a continuous improvement plan using LEAN best practices (Ishikawa diagram, 5 whys…)

° Ensure stock take organization and stock accuracy of spare parts in all regional retail stores and workshop centers

° Ensure the on-time delivery of spare parts orders

Monitor and optimize costs & revenue of repairs

° Prepare the annual Client Care budget for AMERICAS

° Monthly monitor P&L at country level and at region level and track variances vs budget

° Work on an end-to-end repairs cost mapping by splitting cost of spare parts, labor cost and logistics & transportation costs

° Identify optimization priorities per country and implement action plan to reduce costs while maintaining service level

Be involved in the Client Care community

° Take part in projects and identify new opportunities to enhance the repair process

° Share best practices within the worldwide Client Care community

YOUR PROFILE:

° Master’s degree in Supply Chain, business administration or related field

° 10+ years experience in Supply Chain and Operations

° Team management experience required & strong leadership skills

° Client oriented

° Proven ability to develop effective business relationships and work cross-functionally

° Very structured mind : ability to simplify and communicate on complex topics

° Demonstrated ability of managing operational details and execution, while also understanding big picture

° Sens of priority & pragmatic approach

° Ease with data analysis and proficient with MS Excel

° English fluent and good level of German

CORE VALUES:

We, Not I – We recognize that success is a collective journey, and that victory is only enjoyable when shared with our teammates.

Be Design-Driven –We believe that design isn’t just how something looks, it’s also how it works. We look up to our strong design DNA to inspire everything we do.

Move Fast and Light – We embrace speed in decision-making and execution to help us outpace our vision and shape the future in meaningful ways. We are not afraid to fail. We leverage speed by collaborating across functions to keep our processes lean and simple. We use common sense to operate lightly and remove unnecessary burdens. We believe that moving fast and light help us overcome the unpredicted challenges ahead of us.

We focus on the details and dedicate all our energy to achieve the excellence that is expected from us. We see perfectionism as our ever-evolving quest.

Engage, Disagree, and Commit – We believe in radical honesty. We welcome strong opinions and passionate discussions when they are backed up by objective facts and figures. We provide constructive feedback and we do our best to regularly assess our own behavior and performance.

We take our best decisions when we provide an environment that engages all sides and welcomes opposite opinions. We stand by our common resolutions wholeheartedly and we never look back.

Celebrate the Unknown – We are passionately curious to discover new horizons. We embrace diversity, tolerance, and an insatiable appetite for knowledge. We cherish our roots and personal backgrounds, but we don’t let them limit us.

We are modern travellers and strive to build unique experiences with our teammates and clients. We are in this adventure together and we attempt to see the world through the eyes of those who join us on it on it.

RIMOWA