Customer Care Network Manager

Vor 2 Tagen

Schaffhausen, Schweiz IWC Vollzeit

Reference Code: 79167**Customer Care Network Manager (M/F/x - 100%)**:

- Schaffhausen, SH, CH- PermanentOur strength lies not in our similarities but in revealing the exceptional diversity of our cultures and colleagues. We leverage the advantage of being a global company with an international workforce. We employ the best experts who we trust to make informed decisions, who dare to implement their ideas and who take ownership of their actions. No matter where you are from, what you believe in, what age you are, who you love, or if you are disabled: In the end, together we always make it happen

For our Customer Service department at our headquarters in Schaffhausen we are looking for a

**CUSTOMER CARE NETWORK MANAGER**

**(M/F/X - 100%)**

The role of our Network manager is to ensure that all channels are respecting our policy and offer the same service and performance. In this role you should constantly train, monitor, audit, discuss and take corrective or improvement measures in collaboration with our partners. Ensuring our presence is also important to distinguish ourselves from the competition, gain trust with the partners and insure the client loyalty to the brand through a smooth collaboration with customer service.

**KEY RESPONSIBILITIES**:

- Present the brand on all POS supports such as websites, showroom windows, dedicated IWC Web pages, logo of the brand (Authorized dealer) client documentation
- Work closely with the local IWC Sales manager and report him/her any issue
- Constantly monitor the NPS (Net Promoter Score) and discuss the results with the partner
- Collaborate with other departments towards the improvement of CS processes and tools
- Regular annual audit and follow up of counter actions
- Perform some SWOT analysis on each market and carefully monitor and report new trends in the customer behaviour
- Review and report solutions to the aspects which are not in accordance with our objectives / policy
- Create & deliver CS training materials
- Coach boutiques, wholesalers & repair platforms in the markets and at HQ
- Share critical feedback for improvements of new & existing policies & procedures
- Share critical feedback regarding the brand image and presence

**YOUR PROFILE**:

- Bachelor or a dual education (EFZ)
- Experience in organizing and holding workshops
- Experience in the watch industry
- Experience in project management
- Strategic mindset
- At ease with IT (software and architecture) and all modern communication tools
- Very good communicator and negotiator
- Very structured mind, analytical and organized but with a strategical view
- Fluent in English, French is a plus
- Willing to travel (30-40%)

**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.

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