Aftersales Manager

MAISON POLENE

Established in 2016 by three siblings, the French maison Polène crafts a collection of leathergoods that blends minimalism and creative exploration to offer unique shapes and signatures achieved through excellent craftsmanship.

The leather, sourced exclusively from certified Italian and Spanish tanneries, is sculpted to create organic forms, folds, drapery effects, or weavings.

The manufacturing process is entrusted to our artisans in Ubrique, a city in Spain specializing in high-end leathergoods, which hosts all of Polène's production trades.

Since 2023, Polène has been expanding into a new realm of expression: jewelry. Thematic collections explore nature, from the undulations of the wind to the textures of rocks sculpted into the material.

Our documentary “HORS CHAMP”

THE POLENE ENVIRONMENT

In the Customer Relationship department, directly reporting to the Head Of Customer Relationship and managing a team of 2 Customer Care Representatives, your missions as After Sales Manager will be as follows:

• Monitor and follow up compliance with expected SLAs for repairs.
• Be the contact person in terms of Aftersales.
• Lead SLA policies and ensure the follow-up of quality KPIs in order to improve our service levels in regard to repairs. 
• Guarantee clear communication with the repairs team in our workshop in Spain as well as with our customers to keep them informed during the repair processes.
• Manage and follow up on product exchanges, returns and refunds as promptly as possible.
• Follow up on quality complaints.
• Manage and develop our compensation strategy. 

KEYS TO SUCCESS

Attracted by client relations, you have a previous managerial experience in After Sales service.

• Self-starter, you have excellent problem solving skills with diplomatic manners.
• You have great understanding of luxury clients needs. 
• You have a perfect command of French and English (written and oral). 
• You have excellent writing skills in both French and English. 
• You are motivated, reliable and rigorous.
• You are able to learn quickly, maintain a high-performance level in a fast paced environment
  and adapt to changing needs of the company.
• You are proactive and creative in the solutions you propose. 
• Knowledge of Spanish is a plus.

WHAT THE MAISON OFFERS YOU

• A corporate culture that celebrates craftsmanship, expertise, and passion
• Offices located in the heart of the 9th arrondissement of Paris.
• Integration into new premises starting from October 2024, located rue du Louvre in the 2nd arrondissement. A total of 3500m² entirely dedicated to our employees.
• A ClassPass subscription for sports and well-being. Privileged access to the maison’s exclusive sales.
• Preferential rates for you and your loved ones throughout the year. A 60% coverage by the maison of ALAN health insurance.
• Access to networks of nurseries such as ‘People and Baby’ and ‘Les Petits Chaperons Rouges’.
• A SWILE restaurant voucher card with a face value of 10 euros, 50% covered by the maison.
• Reimbursement of your transportation pass up to 50% or a Sustainable Mobility package of 40 euros per month.
• Acquisition of 8 RTT (Working Time Reduction) and 25 days of annual leave.

Maison Polène is committed to diversity and inclusion within its teams.