After Sales Manager Emea

Our purpose is to positively impact people's lives every day in every home around the world We work very hard to provide our consumers with high-quality, exciting 5-star products that make life easier. We thrive on passion and innovation and are looking for great people, with great ideas, who want to build the next big thing and develop while they do.

Our mission to positively impact people's lives every day in every home around the world allows our employees to be thinkers and tinkerers, designers and doers, creators and number crunchers, makers of things they love. As we continue to grow, we are excited to add an **Aftersales Manager EMEA **to our global team. Position based in Paris (hybrid work).

**OVERVIEW**:
We are looking for an After Sales Service Manager EMEA to join our rapidly growing team in France. The role of the Aftersales Manager EMEA plays a critical part in allowing us to successfully deploy our company's mission to support our customers to provide sustainability to our consumers.

The After Sales Service Manager is responsible for overseeing all aspects of customer service and support provided to retailers after they have purchased a product or service. This is a new service which aims to enable partnerships between our retailers and Shark Ninja to facilitate repair and avoid unnecessary replacement and disposal of good product.

This is a new initiative and will give the individual lots of opportunity to create and shape a new service and really make a difference but requires someone who can deliver the balance between several key stakeholders and deliver win - win results.

Success will be measured in customer, consumer satisfaction and retention by addressing any issues, answering questions, and aiding as needed after the sale has been completed whilst reducing the rate and cost of returns. Providing this service will be key to growing our business in EMEA.

This role will be to work closely with our regional MDs in the EMEA region, Sustainability Leads and Consumer Experience.

French and English is a must with reverse logistics experience preferable, Commercial experience is needed in this role as is good attention to details and experience with aftersales agreements and policies. Being a 'team player' is equally important. IT literacy and the willingness to learn are also key.

**Here are some of the EXCITING things you'll get to do (RESPONSIBILITIES)**:

- Aiding and supporting our retailers and consumers who have queries, issues, or complaints after purchasing a product or service.
- Conducting monthly, quarterly, and annual reviews of the sales process for France and implementing amendments into contracts with retailers and internal stakeholders.
- Be the central point of contact for retailers' aftersales team and continuous check ins with retailers to ensure the process is followed and working to us adhere standard.
- Organize training with Retailer (Stores, Customer Excellent, Technical Regional Center), After Sales Team to build the troubleshooting guide for the Retailer on the current and NPD (New Product development)
- Develop the blueprint for after sales best practices for all European markets (to enable scalability and repeatability of best in class after sales service)
- Negotiating after sales agreement with our retailers and distributors; alignment of best practice approached to optimize returns and cost avoidance.
- Continuously evaluating and refining aftersales processes and procedures to enhance efficiency, effectiveness, and customer satisfaction.
- Managing warranty claims and ensuring that customers receive appropriate repairs or replacements within the terms of their warranty agreements.
- Working closely with reverse logistics with retailer appointments, repairs, and maintenance tasks to ensure timely and efficient resolution of customer issues.
- Tracking key performance indicators (KPIs) such as retailer satisfaction scores, service response times, and resolution rates to identify areas for improvement.
- Cultivating strong relationships with customers to foster loyalty and repeat business, as well as with internal departments such as operations, sales, marketing, reverse logistic partners, and product development to facilitate communication and collaboration.
- Gathering feedback from customers about their experiences with products or services and communicating this information to relevant stakeholders for product improvement or development.
- Developing and managing budgets for aftersales operations.
- Compliance within all aftersales activities with relevant regulations, industry standards, and company policies.

**ATTRIBUTES & SKILLS (REQUIREMENTS)**:

- French and English speaker
- Strong commercial experience
- Experience in after sales service, policies, and procedures
- Experience working within a Reverse logistics/supply chain environment.
- Drive, ambition, and enthusiasm to deliver results and progress within the organization.
- Ability to work