After Sales Team Lead, 5th Avenue

Moncler Group•New York, NY

2d•$30 - $40•Onsite

About The Position

The After Sales Team Lead supports the delivery of an elevated post-purchase client experience at Moncler’s 5th Avenue Flagship. This role ensures seamless execution of after-sales services, including repairs, alterations, warranties, spare parts coordination, and client communications. Serving as the in-store subject matter expert for technical product support, the After Sales Team Lead partners closely with Sales, Operations, Client Relations, and Corporate teams to ensure timely resolution of client requests and strict adherence to Moncler’s global standards. This is a highly operational, client-facing role responsible for daily coordination, issue resolution, and providing peer-level guidance within the flagship environment. This position will begin onboarding at the Moncler Madison Avenue boutique, allowing the incumbent to immerse themselves in Moncler’s after-sales processes, service standards, and operational workflows. Following this onboarding period, the role will transition to the 5th Avenue flagship to lead after-sales.

Requirements

3–5+ years of luxury retail or operations experience, preferably with technical product exposure.
Experience managing repair workflows or warranty processes preferred.
Strong understanding of luxury client expectations and post-purchase experience standards
Operational discipline with exceptional follow-through and case management rigor
Detail-oriented with strong documentation and tracking capabilities
Calm and solution-oriented when handling client concerns or escalations
Technical product sensibility with ability to assess garment issues within established guidelines
Clear and professional written communication skills
Ability to manage multiple cases simultaneously in a high-volume flagship environment
Collaborative cross-functional partner
Strong organizational and prioritization skills
Accountability mindset with ownership over resolution timelines
Proactive in identifying recurring product trends and escalating appropriately
Floor-based leadership presence; able to influence peers without formal authority
Technology savvy; comfortable using retail systems and case management platforms

Responsibilities

Model and elevate the post-purchase client experience, setting the standard for professionalism, responsiveness, and care.
Demonstrate genuine passion for product craftsmanship and client service.
Execute after-sales services in alignment with Moncler HQ guidelines and regional procedures.
Serve as the primary in-store point of contact for repairs and technical inquiries.
Ensure timely intake, documentation, tracking, and follow-up of all after-sales requests.
Monitor turnaround times and proactively communicate updates to clients and store leadership.
Deliver consistent, elevated communication regarding repair timelines and product servicing.
Coordinate with internal and external service providers to ensure quality and timely repair execution.
Support spare parts requests and accessory catalog management in line with corporate guidelines.
Monitor service quality and escalate recurring defects or service concerns to Regional and HQ partners
Assess products and determine appropriate repair pathways in accordance with HQ protocols.
Identify recurring product feedback and provide structured feedback to the Senior Operations Manager and Corporate partners.
Support basic technical training and knowledge-sharing for Client Advisors and Operations team members.
Ensure accurate documentation of all cases within the system.
Manage written client communications related to after-sales cases.
Partner with store leadership to resolve escalated or sensitive client concerns.
Assist in gathering documentation for technical aspects of disputes or claims.
Maintain inventory accuracy and stock flow to support seamless boutique operations and an elevated client experience.
Uphold impeccably organized, efficient, and brand-aligned back-of-house standards consistent with luxury retail environments.
Demonstrate strong organizational discipline in managing stock and aftercare inventory, ensuring operational efficiency and full product traceability.
Partner with the sales team to ensure timely product availability, enabling exceptional client service and optimal boutique performance.
Track key after-sales metrics including case volume, turnaround time, trends, and resolution rates.
Provide regular updates and insights to the Senior Operations Manager.
Maintain accurate case records and reporting dashboards as required.
Act as a key liaison between the flagship and Corporate After Sales teams, ensuring feedback loops on product performance, trends, and client insights.
Provide day-to-day guidance to team members supporting after-sales activities.
Partner cross-functionally with Sales, Client Relations, and Operations teams to ensure seamless execution.
Promote accountability, responsiveness, and a client-first mindset within the flagship environment.
Participate in and support training initiatives to elevate after-sales knowledge across the store team.
Demonstrate a collaborative, team-oriented approach that supports overall business objectives.
Foster a positive and respectful work environment through open communication and partnership.
Uphold company policies and procedures, setting a professional example in conduct and performance.
Maintain high standards of customer service, integrity, and professionalism.
Perform additional responsibilities as assigned in support of store and company objectives.