Aftersales Executive

Join an internationally recognized brand renowned for its innovation, craftsmanship, and collaborative culture.

Be part of a global team, gain exposure to international wholesale operations, and work with high-profile clients.

Collaborate across functions and contribute to exciting seasonal launches that define our brand’s luxury positioning.

We are seeking an Aftersales Executive to deliver exceptional post-sale support to our wholesale clients, including independent opticians, department stores, premium retail partners, and agents.

You will ensure a seamless after sales experience by managing repairs, returns, warranties, and client queries, all while maintaining the highest standards of luxury service.

This role also supports the optical direct sales team in day-to-day administration, monitors on-time delivery, and ensures our wholesale operations run efficiently.

• Serve as the primary contact for wholesale clients regarding after sales queries, repairs, warranties, and returns.
• Provide imagery, stock updates, and customized line sheets on request.
• Maintain communication that reflects the brand’s luxury service standards.
• Monitor service levels and turnaround times to meet KPIs.
• Offer product care guidance and training support to wholesale partners as needed.
• Maintain and update internal systems (NuOrder, Sage, or equivalent), including product data, customer records, and seasonal line sheets.
• Provide daily sales operation support: order entry, replacements, and client queries.
• Deliver training on internal systems to teams and agents as required.
• Assist in developing and refining after sales policies to improve client satisfaction and retention.
• Manage all sales documentation (e.g., ATA Carnets) and ensure data accuracy across platforms.
• Oversee the full after sales process, including returns, replacements, credits, and repairs.
• Generate weekly and ad-hoc reports to keep the sales team informed and aligned.
• Analyze returns data to identify trends and provide insights to improve product quality and reduce repeat issues.

• Work closely with Merchandising, Allocations, Logistics, and Accounts teams to ensure smooth dispatches, returns, and collections.

• Organize samples for the London showroom, trade shows, and international events.
• Oversee sample inventory, returns, and deliveries for global agents.

• Systems-savvy and highly organized, with a keen eye for detail and commitment to data accuracy.
• Excellent communicator who can collaborate across teams and manage multiple deadlines.
• Proactive problem-solver with experience refining processes and improving client satisfaction.
• Passionate about delivering luxury service and building strong relationships with wholesale partners.

• 2+ years’ experience in wholesale, sales operations, or commercial support.
• Proficient in platforms like NuOrder, Sage, or similar CRM/ERP tools.
• Strong communication and organizational skills.
• Ability to collaborate cross-functionally and manage multiple priorities.
• Proactive problem-solving mindset.

• Experience managing multiple deadlines and refining internal processes.
• Fluency in additional languages (French, German) a strong advantage.
• Competitive salary and benefits package.
• Opportunities for professional growth and development in a global luxury brand.

We are committed to fostering a diverse, inclusive, and equitable workplace.