Aftercare Service Manager

We are a looking for a passionate, entrepreneurial, strategic Aftercare Service Manager to lead our Central Service Centre in Greenogue, Business Park, Rathcoole. You will head the vital hub where fine jewellery and watch repairs are transformed into customer loyalty, and where stock and service repairs flow directly powers our retail estate.

This role is built for a business leader who works backwards from the customer experience, using rigorous data analytics to drive operational excellence, team performance, and bottom-line profitability.

ABOUT YOU

• Proven leadership experience within a technical aftercare, repair, service, or luxury product environment.
• Highly analytical, with the ability to interpret performance data and confidently present insights during business and trade reviews.
• Passionate about coaching and developing high-performing teams while fostering a culture of accountability and continuous improvement.
• Values-driven and aligned with our core values: Passion Teamwork Trust & Respect Love Learning Positivity.

IN THIS ROLE, YOU WILL

• Champion a customer-first culture across our workshop and administration teams.
• Take ownership of internal escalations, ensuring repair issues and service delays are resolved quickly and effectively.
• Turn customer challenges into positive, reputation-enhancing experiences.
• Monitor, analyse, and improve Net Promoter Scores (NPS) and customer feedback metrics.
• Drive customer confidence and brand trust through exceptional service delivery.
• Analyse operational performance and KPI data to improve productivity, efficiency, margins, and service levels.
• Lead weekly performance reviews to identify trends, opportunities, and areas for improvement.
• Develop and implement targeted action plans to address underperformance.
• Track progress against key business objectives and operational targets.
• Ensure teams understand how daily performance contributes to overall business success and profitability
• Oversee workshop operations, administrative processes, and stock management activities.
• Ensure repairs and aftercare services are delivered efficiently and to the highest standard.
• Optimise labour and payroll spend through effective scheduling and resource planning.
• Maintain accurate stock control and workflow management procedures.
• Ensure compliance with Standard Operating Procedures (SOPs) and quality standards.
• Drive continuous improvement initiatives across all areas of the operation.

WHAT IS IN IT FOR YOU?

• The opportunity to work with beautiful luxury diamond and jewellery products and world renowned watch brands.
• Generous colleague discount for you, family, and friends.
• Increasing annual leave with length of service.
• Refer Top Talent Scheme
• Colleague Assistance Programme (Health Assured)
• Cycle to Work scheme
• One paid volunteer day each year.
• Ongoing training and development opportunities to support your career growth
• Join us and be part of a team that helps customers celebrate life's most special moments while building a rewarding career in luxury retail

We are an equal opportunities employer.

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