About this role
Within the Customer Service function, your main mission will be to lead and develop the Customer Service Centre in Singapore while ensuring operational excellence, service quality and business performance in line with Audemars Piguet's standards, values and customer service vision.
Serving as the regional Customer Service hub for South East Asia and a centre of expertise for complication watches across Asia, the Singapore Customer Service Centre plays a key role in delivering an exceptional after-sales experience to clients and markets. In this context, you will be responsible for driving operational performance, developing teams and supporting the continued growth of Customer Service capabilities across the region.
In this context, you will be responsible for:
Leading, coaching and developing a multidisciplinary team across workshop operations, customer service administration and training activitiesFostering a high-performance and collaborative culture aligned with Audemars Piguet's values and leadership principlesSupporting talent development, succession planning, recruitment and employee engagement initiativesOverseeing end-to-end Customer Service Centre operations, ensuring excellence in quality, turnaround time and client experienceMonitoring workshop capacity, workload allocation and operational performance to optimize efficiency and service deliveryEnsuring Customer Service processes, methodologies and standards are consistently applied in line with Group requirementsActing as the reference Customer Service Centre for South East Asia and supporting Customer Service activities across regional marketsManaging the Customer Service Training Centre and contributing to the development of technical and operational capabilities across the regionSupporting the network of authorized repair centres and ensuring alignment with Customer Service standardsAnalyzing operational performance and identifying opportunities to improve productivity, quality, efficiency and customer satisfactionDriving continuous improvement initiatives and supporting operational transformation projectsSupporting business growth through effective resource planning, capacity management and capability developmentManaging budgeting, forecasting and resource planning activities to ensure sustainable business performanceEstablishing and monitoring key performance indicators while providing meaningful reporting and performance insights to managementSupporting strategic decision-making through data analysis and business recommendationsEnsuring compliance with Customer Service policies, quality standards, governance requirements and internal control proceduresSupporting audits, risk management activities and the continuous improvement of operational controlsBuilding strong partnerships with regional and global stakeholders to support Customer Service objectives and business priorities Bachelor's degree in Business Administration, Engineering, Operations Management or a related disciplineMinimum of 8 to 10 years of experience in Customer Service, After-Sales Service, Operations or Workshop ManagementProven experience managing medium to large teams within a service, technical or operational environmentExperience working in a regional or multinational organizationStrong understanding of after-sales operations, service delivery and operational excellence principlesDemonstrated experience in performance management, process optimization and continuous improvement initiativesStrong analytical skills with the ability to interpret operational data, KPIs and business performance metricsExperience managing budgets, forecasting activities and resource planningStrong leadership and people development capabilities with the ability to inspire, coach and develop high-performing teamsExcellent communication and stakeholder management skills, with the ability to influence across functions and levelsCustomer-centric mindset combined with strong business acumen and strategic thinkingProficiency in Microsoft Office applications and business reporting toolsExperience in luxury goods, watchmaking or technical service environments would be a strong advantage Audemars Piguet offers a competitive and comprehensive compensation and benefits package.
Audemars Piguet is an equal opportunity and affirmative action employer. Audemars Piguet hires without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law.