About the Job
This role focuses on developing and implementing a global GCCS strategy to drive continuous improvement and innovation through feedback, service concepts, standardization, process optimization, and digitalization. The goal is to enhance customer/client-centricity, leading to increased customer and client lifetime value.
Your responsibilities include:
* Working closely with Customer Experience Management to develop and execute strategic directions for global Customer/Client Service & After Sales Service, ensuring alignment with the company's strategic ambitions.
* Facilitating seamless transformation towards an unrivaled luxury service experience worldwide by engaging with stakeholders across the business, markets, and Global Business Services.
* Empowering and coaching the Global Customer/Client/After Sales Service teams to reach their full potential, fostering succession, and maintaining a high-performing team culture.
* Creating and nurturing diverse networks to contribute to collective success while driving strategic initiatives to enhance service experience and team engagement globally.
* Defining and implementing functional Customer Service role charters to ensure teams possess necessary skills and behaviors for both reactive and proactive services.
* Overseeing best-in-class Customer Service tools, processes, and knowledge management to guarantee effortless and memorable client and customer interactions.
* Utilizing feedback mechanisms such as Voice of Customer analysis to identify improvement opportunities and drive impactful changes across divisions to enhance both customer experience and employee experience.
* Constantly evaluating performance and Return on Investment to ensure timely and budgeted delivery of projects while serving as the voice and gatekeeper for Market Cluster & GBS Customer Service colleagues, influencing outcomes and decisions that impact CX and EX positively.
About You
We are seeking a unique talent who brings the following qualifications:
* A University degree or equivalent in a relevant field.
* Approximately 7-10 years of professional experience in a similar role within an international setting, preferably in luxury/fashion industries.
* A strong background in client and customer service, operational services.
* Excellent leadership and project management skills.
* Excellent analytical and problem-solving skills, including experience with SCRUM or Lean Management.
* Experience with SAP, Service Now, and Powerfront.
* Excellent English proficiency, presentation, and communication skills.
* Team orientation and ability to work effectively with all levels of the organization.
* An innovative and creative approach whenever possible, along with a can-do attitude.
What We Offer
You can expect a range of benefits, including:
* Swarovski products discounts.
* Full coverage of accident insurance.
* Attractive pension fund conditions.
* Subsidized public transportation or free parking.
* Employee canteen with buffet.
Masters of Light Since 1895
Swarovski creates beautiful crystal-based products of impeccable quality and craftsmanship that bring joy and celebrate individuality.
Founded in 1895 in Austria, the company designs, manufactures, and sells the world's finest crystal, gemstones, Swarovski Created Diamonds, and zirconia, jewelry, and accessories, as well as crystal objects and home accessories. With a global reach and over 18,000 employees, Swarovski is committed to sustainability and diversity.
Swarovski is an equal opportunity employer. We give our people the freedom to celebrate individuality and pride ourselves on creating a workplace where people feel involved, respected, valued, connected, and heard. A place where everyone belongs.