Welcome to RIMOWA, the first German Maison of the LVMH Group. We are a global lifestyle brand with a mission to create the essential tools for a lifetime of travel. For more than 120 years, we've dedicated ourselves to develop unique products where function coexists with luxury, heritage with innovation, and craftsmanship with design. At RIMOWA we believe that great ambitions demand resilient companions. It's why our tools are created with longevity in mind. Because the most meaningful journeys last more than a trip, they last a lifetime.
Please join us to discover your own
Role Summary
The Client Care Operations Executive provides operational, analytical and administrative support to the Asia Pacific Client Care team. This role is responsible for maintaining data integrity, preparing business reports, coordinating cross-functional activities, supporting workshop and spare parts operations, and driving process improvements to enhance operational efficiency and client experience across the region. The successful candidate is highly organised, analytical, detail-oriented and comfortable working with data, multiple stakeholders and operational processes in a fast-paced luxury retail environment.
Key Responsibilities
1. Operations Coordination
- Coordinate day-to-day Client Care operations across Retail, Workshops, Logistics and regional stakeholders
- Act as the primary coordination point for repair enquiries, repair status updates and operational administration
- Support the implementation of regional Client Care initiatives and projects
- Monitor project timelines, follow up on action items and ensure timely completion
- Support franchisee Client Care administration, including repair and Credit Note processes
2. Reporting & Business Analytics
- Compile, analyse and maintain weekly, monthly and yearly Client Care KPIs
- Prepare management reports, dashboards and business review presentations
- Analyse operational trends and identify opportunities to improve productivity, lead times and client experience
- Maintain and update Client Care databases to ensure data accuracy and integrity
- Support regular reporting on repair lead times, repair volumes, repair conversion, spare parts availability and other operational KPIs
3. Workshop & Spare Parts Operations
- Coordinate spare parts ordering, replenishment and inventory administration
- Monitor spare parts availability and escalate critical shortages
- Track spare parts consumption and support inventory accuracy
- Support workshop administration to ensure smooth repair operations and timely repair completion
- Assist with regional repair operations and workflow coordination
4. Process Improvement & Projects
- Review existing operational processes and recommend improvements to enhance efficiency
- Support the implementation of new tools, digital workflows and automation initiatives
- Assist in standardising operational processes and documentation across APAC
- Support testing, rollout and continuous improvement of Client Care systems and reporting tools.
5. Administrative
- Support and prepare documentation, reports, meeting materials and presentations
- Maintain organised records and operational documentations
- Support office administration for the Client Care department as required
Key Requirements
- Bachelor's Degree with 2–4 years experience in operations, administration, customer service, business support or a related field.
- Strong Microsoft Excel skills, including Pivot Tables, XLOOKUP/VLOOKUP, formulas and data analysis.
- Proficient in Microsoft PowerPoint and Microsoft Office applications.
- Excellent analytical and problem-solving skills.
- High level of accuracy and attention to detail, particularly when working with numerical data.
- Strong organisational skills with the ability to manage multiple priorities simultaneously.
- Excellent written and spoken English.
- Strong communication and stakeholder management skills.
- Proactive, resourceful and comfortable working independently.
- Experience in luxury retail, aftersales or customer service operations is an advantage.
- Experience with Microsoft Forms, Power BI or similar reporting tools is advantageous.
