Head of Service F/m/d

vor 1 Tag

Basel, Schweiz Vitra AG Vollzeit

A family business for the past 80 years, the Swiss company Vitra collaborates with leading designers to develop innovative products and concepts for contemporary home and office environments. Joining a portfolio of furniture classics by Jean Prouvé, Charles and Ray Eames, George Nelson and Verner Panton, these products are used worldwide by architects, companies, the public sector and private individuals to build inspirational spaces for living and working.

**Head of Service f/m/d**:

- Country/Region: CH- City: Basel- Remote Type: Hybrid- Level of Employment: 100%- Duration: permanent- Required Travel: 0-25%- Company: Vitra International AG**The position**

You will be responsible to continuously improve Vitra’s global customer service setup - this includes service management along key performance indicators, the establishment of processes and routines, and the leadership of corporate initiatives to reach excellence in aftersales services. To realize Vitra’s high ambitions you will lead a team of central service experts and collaborate with related central departments and sales support and service teams in Vitra’s country organizations on a daily basis.

**Your responsibilities**
- Overall responsibility of aftersales and service activities at HQ and in the international country organizations
- Creation and execution of concepts, and optimization of processes to improve the overall service experience of customers with Vitra
- Development and exploration of new business models adjacent to the existing service offer (for example in the field of circular economy) together with related departments
- Embedding of customer-centric mindset and routines in all service related activities internationally
- Support of local aftersales and service / sales support organizations to achieve service excellence and related KPIs (especially NPS, resolution time, and service level agreements)
- Support of the local organization in onboarding new service technicians and partners, that fit the Vitra profile
- Leadership of central service team

**Your qualifications**
- Completed degree (or vocational training) in business administration, engineering or related fields, complemented by several years of experience in sales support, customer service management, or related project work
- Fluent in German and English
- Customer-centric, entrepreneurial and hands-on mindset
- Good communication skills, able to connect and quickly create relationships with people at all levels of the organization and influence positively
- A collaborative spirit, the ability to understand another’s point of view, empathy, and the ability to identify a path forward in ambiguous situations
- High affinity for processes and tools (e.g. Salesforce)
- Previous leadership experience beneficial

**What we offer**
- A dynamic, creative, innovative working environment
- An inspiring campus with extensive and unique cultural offerings
- A sustainable corporate strategy
- "How to work better": Our concept for the hybrid working world

**Are you interested?**

At Vitra, you will find a pulsating environment where you can thrive and make a lasting contribution.

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