Job Description

Customer Experience & After-Sales Operations Manager - Luxury Furniture

Job Overview

The Customer Experience & After-Sales Operations Manager will oversee the end-to-end customer journey from sales order processing through delivery, installation and after-sales service.

The role will ensure that customer orders are processed accurately and efficiently, while coordinating with Sales, Production, Logistics, Delivery, Installation and Service teams to provide a seamless premium customer experience.

The position will also take ownership of customer complaints, claims, repairs, replacements and service issues, ensuring timely resolution and maintaining high customer satisfaction.

Key Responsibilities

Oversee the end-to-end sales order process, from confirmed order through delivery and installation.
Ensure customer orders, quotations, product details, delivery requirements and documentation are accurate and complete.
Coordinate closely with Sales, Sales Admin, Production, Logistics, Delivery and Installation teams to ensure smooth order fulfilment.
Monitor order status, product availability, delivery schedules and installation timelines.
Keep customers informed about order progress, delivery schedules and installation requirements.
Act as the key point of escalation for customer concerns and operational issues.
Manage after-sales service, customer complaints, product claims, delivery damages and installation issues.
Coordinate with technical, QA/QS and service teams to assess and resolve customer claims.
Manage repairs, replacements and goodwill solutions within approved company guidelines.
Follow up with internal teams and third-party service providers to ensure issues are resolved within agreed timelines.
Monitor customer satisfaction throughout the delivery, installation and after-sales journey.
Identify recurring customer issues and recommend improvements to processes and service quality.
Develop and implement SOPs and processes to improve customer experience and after-sales efficiency.
Maintain accurate records of orders, customer complaints, claims and service cases in the ERP/CRM system.
Prepare regular reports and dashboards covering order status, delivery, installation, claims, complaints and customer satisfaction.
Manage and monitor third-party delivery and installation partners against agreed service standards.
Lead and support the Sales Administration / Customer Service / After-Sales team.
Drive continuous improvement in order processing, fulfilment and after-sales operations.

Education & Experience

Bachelor's or Master's degree in Business Administration, Operations, Supply Chain, Logistics, Customer Experience or a related field.
8+ years of experience in Sales Operations, Customer Experience, Order Management, After-Sales, Customer Service or Order Fulfilment.
Previous experience in a managerial or senior process ownership role.
Strong experience in sales order processing and order fulfilment.
Hands-on experience managing delivery, installation, customer complaints and after-sales service.
Experience in furniture, interiors, luxury retail, kitchens, wardrobes, made-to-order products or project-based businesses is preferred.
Experience working with ERP/CRM systems, preferably Microsoft Dynamics.
Experience managing internal teams and external service providers.
Strong understanding of customer claims, repairs, replacements and service recovery.