Buccellati is an Italian jewellery, high-jewellery and silversmithing Maison founded in 1919, admired in the world for its craftsmanship and the uniqueness of its creations. Today, the Buccellati jewels stand out for their design and for the techniques used to create them, such as the hand-engraving technique, dating back to the goldsmithing traditions of the Italian “bottega” of the Renaissance times.The Maison’s unrelenting desire to create objects of rare beauty has made Buccellati renowned in the world for a style that is distinct, inimitable and imbued with sophisticated Milanese heritage, at once glamorous and contemporary.The Maison has been part of the global luxury group Richemont since September 2019, and the Buccellati family is still present in the Company to perpetuate its style and unparalleled craftsmanship tradition.For our Milan HQ, we are looking for a brilliant and enthusiastic After Sales Process Engineer who will be responsible for mapping and optimizing the entire after-sales process, with a particular focus on process improvement. This role involves analyzing, designing, and implementing solutions to optimize workflows related to after-sales service, monitoring KPIs, and developing continuous improvement initiatives to maintain the high-quality standards of the Maison.Do you match this profile?Bachelor’s degree in Business, Engineering, or a related field.Proven experience in process improvement activities (3+ years); experience with after-sales projects and in a luxury environment is a plus.Strong understanding of process optimization methods (Lean, Six Sigma, etc.), with a focus on analysis and management of business performance.Preferred knowledge of ERP software and data analysis tools (SAP, Power BI).Fluent in Italian and English.Excellent communication and interpersonal skills, with a strong problem-solving attitude.Ability to work cross-functionally and manage multiple stakeholders.If you fit this profile, apply now!What do we expect from you?Analyze existing after-sales processes and identify improvement opportunities to enhance service quality.Map the after-sales repair network in different markets and analyze its performance and capabilities.Develop and implement a structured process for managing repairs and after-sales issues to ensure timely, high-quality service.Establish and monitor KPIs related to repair turnaround times, customer satisfaction, and service quality, including setting up a monthly repair dashboard.Analyze after-sales data to identify trends, areas for improvement, and potential cost savings.Manage relationships with external repair partners and suppliers in collaboration with local Richemont teams, overseeing their performance (including technical assessments and repair capabilities).Collaborate with R&D, Marketing, and Sales to provide feedback based on customer experience and improve product quality.Work with the sales force and boutiques to collect issues arising from products or customer complaints, creating a bridge with the central Quality team.The recruitment process :Apply online.If your profile matches our search, you will be contacted by our HR team for a first exploratory interview. Otherwise, you will receive an email informing you that we will not proceed with your application.If successful, you will meet the Quality Department Manager and the Head of HR.J-18808-Ljbffr
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