After Sales Senior Manager – France

I-General missions The After Sales Senior Manager – France is responsible for developing, optimizing, and managing the after-sales service organization in France to ensure outstanding customer satisfaction and operational excellence. The role oversees warranty management, technical support, and spare parts logistics while driving continuous process improvement and the financial performance of the after-sales function. The primary mission is to ensure the highest quality of after-sales service, maximize responsiveness to customer requests and technical interventions, and foster effective coordination between internal and external stakeholders. II.

Key Responsibilities
1. After-Sales Service Development and Optimization Define and implement an after-sales strategy aligned with the company's commercial objectives. Ensure efficient management of technical interventions by delivering prompt response times and effective resolution of customer requests. Lead continuous improvement initiatives for after-sales processes and optimize operational costs. 2. Warranty Management and Customer Satisfaction Oversee warranty administration and ensure consistent application of after-sales policies and procedures. Develop customer satisfaction KPIs and implement corrective action plans where necessary. Manage complex customer complaints and ensure timely and effective resolution. 3. Spare Parts and Logistics Management Ensure effective management of spare parts inventory in collaboration with the logistics department. Maintain the availability of critical spare parts and optimize inventory turnover to prevent stock shortages. 4. After-Sales Team Leadership Lead, coach, and develop the after-sales team to strengthen capabilities and performance. Set performance objectives and monitor progress against agreed targets. Foster a customer-centric culture focused on service excellence and operational efficiency. 5. Cross-Functional Collaboration and Reporting Work closely with the Sales, Logistics, Quality, and Product departments to ensure the after-sales organization supports the company's commercial strategy. Prepare and present performance reports covering service intervention rates, response and resolution times, and customer feedback. Provide regular and accurate reporting to senior management, including trend analysis, key insights, and strategic recommendations. III. Scope of Responsibilities and Decision-Making Authority The After Sales Senior Manager – France enjoys a high level of autonomy in managing the after-sales organization, defining strategic initiatives, and optimizing resources. The role is accountable for the profitability of the after-sales function and is expected to proactively identify and implement continuous improvement opportunities. IV. Internal and External Working Relationships Internal Work closely with the Logistics, Product, Customer Service, and Quality teams. Maintain regular communication with Executive Management and Sales teams to ensure alignment between the company's commercial strategy and after-sales operations. External Build and maintain strong relationships with distributors, customers, and technical partners to ensure an outstanding after-sales experience. Negotiate with and manage external service providers, including repair centers and third-party logistics providers. V. Required Professional Knowledge and Skills Proven expertise in after-sales service management, including warranty administration and technical service operations. In-depth knowledge of industrial after-sales processes, particularly within the consumer electronics and home appliance sectors. Proficiency in CRM and ERP systems for service management, intervention tracking, and spare parts inventory control. Strong project management skills with the ability to optimize processes and improve operational efficiency. Ability to analyze performance indicators, identify trends, and implement effective corrective actions. Strong people management and team leadership skills, with a customer-focused mindset and a commitment to service excellence. VI. Professional experience Minimum 12 years of experience in after-sales, ideally in the consumer electronics sector Minimum 5 years of experience in team management, ideally in an after-sales, customer service, or technical support function Proven experience in an international environment In-depth knowledge of the French market: consumer regulations (legal warranties, French Consumer Code), local distribution network Experience collaborating with sales, marketing, and R&D teams in France and/or internationally Fluent English required (international environment)