At Swarovski, where innovation meets inspiration, our people desire to explore, experience and create. As a Head of Global Customer Service you will get a chance to work in a rewarding role within a diverse team that is pushing boundaries. Be part of a truly iconic global brand, learn and grow with us. We’re bold and inventive, revealing astonishing things like no one else can. A world of wonder awaits you.
About the job
Your responsibilities include, but are not limited to:
* Support CX Management in executing the strategic direction for global Customer & Service, driving transformation initiatives to deliver a proactive, effortless luxury service experience worldwide.
* Monitor and analyze key performance indicators (KPIs/SLAs), customer feedback, and service trends to identify root causes, improve service delivery, and address recurring issues.
* Serve as the escalation point for complex or high-value client interactions, ensuring timely and effective resolutions that align with brand standards.
* Influence and empower global Customer & Client Service teams, GBS operations, and local markets to foster high performance, accountability, and consistent service excellence.
* Lead the design and execution of training and upskilling initiatives to ensure WOW experiences and continuous capability growth across teams.
* Champion the implementation and integration of service technologies, processes, and knowledge tools to enhance customer interaction and operational efficiency.
* Collaborate closely with Global Business Services, ensuring adherence to service delivery standards and escalating performance issues as needed.
* Drive a culture of collaboration and cross-functional teamwork, cultivating diverse networks and aligning stakeholders around a cohesive, best-in-class service strategy.
* Support strategic planning and project work to optimize service coverage, uphold brand reputation, meet volume demand, and continuously improve the Client & Customer Service experience.
About you
We are looking for a unique and amazing talent, who brings along the following:
* A university degree and 5+ years of experience in a similar global role
* Proven leadership skills with the ability to inspire and develop diverse, high-performing teams
* Strategic thinking with strong planning and execution capabilities
* Deep customer orientation and a passion for delivering elevated service experiences
* Excellent communication, coaching, and stakeholder management skills
* Strong analytical mindset with expertise in data-driven decision-making
* Proficiency in conflict resolution, problem-solving, and cross-functional collaboration
* Experience in GBS Customer Service Management, including CRM, eCom, After Sales, and Omnichannel operations
* Ability to translate global service strategies into frameworks, processes, and impactful actions
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
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