Service Centre Manager (Watches) Khimji Ramdas

portfolio. This role is critical in bridging technical excellence with premium customer service, ensuring that every timepiece—from high-volume brands to haute horlogerie—is serviced to exacting manufacturer standards while maintaining commercial profitability.

Key Responsibilities

• Operational Excellence: Oversee daily repair workflows, optimizing turnaround times (TAT) and ensuring all service activities comply with strict manufacturer standards (e.g., Rolex, or Richemont group procedures).

• Stakeholder & Brand Management: Cultivate lasting relationships with global brand principals and local stakeholders to ensure the service center remains an authorized, world-class facility.

• Technical Oversight: Manage the lifecycle of repairs for quartz, manual, and automatic movements, ensuring quality control (QC) at every stage of the workshop process.

• Customer Experience Leadership: Act as the final point of escalation for client concerns, ensuring a "luxury-first" approach to service that drives brand loyalty and customer retention.

• Team Development: Lead, coach, and motivate a high-functioning team of watchmakers, polishers, and service advisors through transparent communication and structured performance reporting.

• Inventory & Logistics: Oversee the procurement and management of authentic spare parts and specialized tooling, utilizing repair tracking software to maintain 100% inventory accuracy.