Service Manager - Naples

Essential Job Responsibilities

• Ensure an outstanding customer experience
• In partnership with other areas of the store, create a positive and inviting environment for the discerning customer by ensuring the following:
• Enthusiastic and confident Service Client Advisors that are knowledgeable in watch repairs, explaining warranties and setting expectations on the time it takes to repair a watch.
• Reliable Watch Technicians on staff to handle in-store repairs and support the sale of a watch by cleaning, sizing and setting the watch.
• Efficient Expeditors that enter all repairs into the service program and send to the appropriate repair facility.
• Follow-up on escalations and reports as needed.
• In the event that a watch is not financially worth repairing, refer customer to Client Advisors to discuss a trade-in purchase.
• Maintain appropriate inventory levels of straps and accessories to support sales. Place special orders as needed.
• Handle client issues with outstanding diplomatic skill, creating a positive experience for the customer.
• Follow up as needed with client comments from service survey.
• Ensure that the Service Department is neat and clean at all times and the accessories are organized and attractively displayed.
• Sales Goals
• Ensure that monthly sales targets are achieved for service and accessories.
• Diligently following up with customers to pick-up repairs and special orders.
• Focus on building clientele.
• Efficiently manage Service Department Operations
• Supervise daily activities of Watch Technician, Service Client Advisor and Expeditor.
• Train Service Client Advisors/Expeditors on how to perform their job duties and responsibilities. Provide on-going feedback on how to improve service.
• Fully understand and leverage the service computer system to track watch repairs and service the client.
• Utilize the Internet to access manufactures service tracking programs on outstanding repairs.
• Approve manufacturer invoices for repairs and ensure they are sent to Accounts Payable to be processed in a timely manner.
• Maintain clear communications with Store Manager and Corporate Services.
• Ensure that all watches and accessories in the Service Department are accounted for and secure.
• Address minor performance issues with direct reports, such as attendance and escalates to Store Manager as needed.
• Implement corporate initiative programs/policies and ensure their compliance.
• Monitor and evaluate daily escalations and reports.
• Report all system and hardware issues to the IT Helpdesk and cc’s the National Service Director.

Qualifications

• 3+ years of relevant luxury retail experience, including at least one year of management experience.
• Prior watch and fine jewelry experience is helpful but not required.
• Expert communication, leadership, and management skills.
• Sales driven and results orientated.
• Willing to be hands-on and work with the team to fulfill operational and organizational needs.
• A Bachelor’s degree or equivalent in business or related discipline is preferred.
• Bi-lingual language proficiency is a plus to cater to our international customer base.
• Must be able to work a flexible schedule thorughout the week
• A passion for developing clientele and selling