CSQC Manager

As CSQC Manager for this iconic fashion brand you will build , oversee and perpetually improve the quality control process , repair activities, and overall product based customer service to drive business. The Japanese organization is Importing from HQ , Retailing but also Wholesaling and more importantly over 50% of the Production is managed in Japan (all the bags and some apparel pieces, sourced from Asia.

[RESPONSIBILITIES]

• QC PROCESS
   Assess the situation upon the immediate arrival, meaning spend most of the time at the warehouse in the early stage.
   Review procedures and capabilities to effectively and efficiently meet expected quality requirements.
   Confirm the process after a 3 month period.
   A simplified and more fluid process.
  LEAD THE OPERATIONAL QC TEAM
   Confirm and/or implement new QC process and team objectives
   Build and manage quality control, repair, and customer service teams.
   Manage Return/claims processes throughout the distribution network.  Vendor interface (suppliers, CS,
  REINFORCE & IMPROVE
   Setting up requirements and reinforce existing QC inspection procedure and standards.
   Propose and implement improvement recommendations, as appropriate.
   Revise and improve the CS/QC Service Manual and Repair process guide manual.
  STANDARD COMPLIANCE & SUSTAINABLE GOALS
   Ensure manufacturing processes are in compliance with international standards of production (more and more linked with Sustainability)
   Make sure TES certification is in place in the team.
   Contributing to achieve sustainable goals (better fabrics, less defective items)
  COST EFFECTIVENESS
   Reduction of QC related costs (transportation, Care label, third party inspections, in house inspections…) while maintaining higher levels of Quality and better organizational fluidity.
  IMPROVE AND REPORT LEVEL OF QUALITY
   Define a clear and exhaustive list of KPI
   Support KPI with monthly reports with clear measurements to show how the quality function is improving.
  PREVENT QUALITY ISSUES
   Overseeing from product development stage to identify risks on production and even design stages.
  CUSTOMER SERVICE MANAGEMENT
   Manage customer’s issues resolution processes and escalations.
   Demonstrated commitment to providing the highest level of customer satisfaction.
   Improve customer satisfaction

[REQUIREMENTS]

• Minimum 3 years of QC/CS management experience preferably in a RTW (Apparel) company
• Native Japanese and fluent level of English
• Quality expertise on a wide spectrum of Textile fabrics and leathers.
• Bachelor’s degree or equivalent required.
• Analytical skills coupled with the ability to effectively articulate insights and recommend actions.- Extensive Knowledge of manufacturing procedures and import buying process.
• In-depth knowledge of AQL, International chemical and physical testing standards
• EC Related Customer Service experience
• Experience in managing issues, scope, and quality while bringing areas of responsibility and tasks to completion under strict deadlines.
• Strong organization and project-management skills, including the ability to meet demanding, evolving, and often competing deadlines.
• Demonstrated commitment to providing the highest level of customer satisfaction.
• Outstanding interpersonal, communication and organizational skills.
• Budget and cost management experience.