Customer Experience & After-Sales Operations Manager - Luxury Furniture

About the role

The Customer Experience & After-Sales Operations Manager will own the full customer journey for luxury furniture, from order entry through delivery, installation and post‑sale service. You will work closely with sales, production, logistics and service teams to ensure a seamless, premium experience and resolve any issues quickly.

Key responsibilities

• Oversee end‑to‑end sales order processing, ensuring accuracy of quotations, product details and delivery requirements.
• Coordinate with Sales, Production, Logistics, Delivery and Installation teams to guarantee smooth order fulfilment and on‑time installation.
• Monitor order status, product availability and delivery schedules, keeping customers informed throughout.
• Act as the primary escalation point for customer concerns, complaints, claims, damages and service issues.
• Manage repairs, replacements and goodwill solutions within company guidelines, collaborating with technical, QA/QS and service teams.
• Track customer satisfaction, identify recurring issues and propose process improvements.
• Develop and implement SOPs to enhance customer experience and after‑sales efficiency.
• Maintain accurate records of orders, complaints and service cases in the ERP/CRM system and generate regular performance reports.

Required profile

• Minimum 96 months (8 years) of experience in customer experience, order processing and after‑sales operations.
• Proven ability to manage cross‑functional teams and coordinate complex delivery and installation projects.
• Strong analytical mindset with a focus on continuous improvement and KPI monitoring.

Required skills

• CRM
• ERP
• Process Improvement
• KPI Reporting
• Sales Order Processing
• Delivery Installation Coordination
• Order Fulfilment
• Stakeholder Management
• Customer Claims Management