After Sales Manager EMEA
SharkNinja
- Paris
- CDI
- Temps-plein
- 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.
- 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 in a fast-paced, deadline driven environment.
- Strong attention to details
- Excellent communication and interpersonal skills
- Strong Computer literacy: Excel, Outlook, Word, ERP systems
- Experience collaborating cross functionally and working towards a common goal.
- Quick learner, willing to dive into new topics, both technical and non-technical
- Strong eye for detail and organizational skills
- Proactive and able to work to deadlines.
- Excellent work ethic and ability to multi-task
- As a corporate citizen, learn and support Sharkninja's Diversity, Equity & Inclusion strategy.
- Be an Ally, find internal Champions.
- Explore Sharkninja's Employee Resource Groups or volunteer to serve on committees that organize diversity-related events and activities.
- Participate in employee engagement surveys and respond as openly and honestly as possible.
- Become culturally competent; take the time to learn about different cultures, races, religions, and backgrounds represented by your colleagues.
- Treat people in a way they wish to be treated rather than the way you wish to be treated.
- Leads us to be “RARELY SATISFIED”
- Make things better each day; “PROGRESS OVER PERFECTION”
- Using your knowledge of our consumer, understand that “DETAILS MAKE THE DIFFERENCE,”
- Deliver something great; “WINNING IS A TEAM SPORT”
- Be clear and honest, “COMMUNICATING FOR IMPACT.”
- Lead us to be “RARELY SATISFIED”
- Make things better each day; “PROGRESS OVER PERFECTION”
- Use your knowledge of our consumer, understand that “DETAILS MAKE THE DIFFERENCE”
- Deliver something great; “WINNING IS A TEAM SPORT”
- Be clear and honest, “COMMUNICATING FOR IMPACT”