CS Client Care

In order to promote and improve our Customer Service (CS) activities throughout all of our Distribution Network we are looking for a

CS CLIENT CARE & PROJECT MANAGER (100% - 8 MONTHS)

Fixed term: June January 2025

Duration: 8 months

YOUR MISSION AT IWC.

Communications

• Review, creation and publication of internal and external CS communications & communication materials (online & offline)
• Maintenance of internal Int. Client Care communication platforms, ensuring published content is up-to-date and the design format is logical and user-friendly
• Share critical feedback for development improvements of new & existing policies & procedures
• Monitoring CS survey feedbacks & developing targeted solutions to increase global NPS performance
• Study, assess and propose measures and actions regarding communication on a wider level (CRC, Platforms, Boutiques) and implement required actions, e.g. the empowerment and empathy approach

Projects

• Coordination and management of assigned Client Care projects (online & offline) such as My IWC, CS client experience content or accessory management
• Support user acceptance testing for CS related projects
• Maintain and improve all existing tools and CS Web-sections
• Ensuring interdepartmental support of CS initiatives & projects
• Create and follow-up of the Enhancement Request for SAP, CS tools & other platforms with internal stakeholders and group
• Share Ideas and proposals to improve the overall CS client experience

HOW YOU BECOME PART OF THE JOURNEY.

• Preferably an accomplished university degree
• Knowledge about SAP or similar, Microsoft Office
• Talented and skillful in project management (within a digital environment)
• Proactive and analytical working style, coupled with the ability to set priorities
• Excitement for the luxury industry; Watchmaking and/or Luxury industry exposure with good understanding of the Customer Service (repair process & watch techniques) environment is a plus
• Fluency In English; German & French are advantageous

WE OFFER.

IWC offers a challenging working environment: the company's roots are in Switzerland, but it is a successful international player. We maintain our tradition, yet we are always on the lookout for innovations and ways to improve. Change management, education, further training and personal development are therefore of key importance for our long-term success.