Swarovski Global Customer Experience Leader

vor 1 Monat

Zürich, Zürich, Schweiz Swarovski Vollzeit

About the Job

We are seeking a highly experienced Global Customer Experience Leader to drive our GCCS strategy, focusing on continuous improvement and innovation. This role will lead the development and implementation of strategies to enhance customer-centricity, resulting in increased lifetime value.

Your key responsibilities include:

  • Collaborate with Customer Experience Management to develop strategic directions for global Customer Service & After Sales Service, ensuring alignment with company ambitions.
  • Engage with stakeholders across the business, markets, and Global Business Services to facilitate a seamless transformation towards an unrivaled luxury service experience worldwide.
  • Lead by example, 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.
  • Create and nurture diverse networks, contributing to collective success while driving strategic initiatives to enhance service experience and team engagement globally.
  • Define and implement functional Customer Service role charters, ensuring teams possess the necessary skills and behaviors for both reactive and proactive services.
  • Oversee the maintenance of best-in-class Customer Service tools, processes, and knowledge management, guaranteeing each client and customer interaction is effortless and memorable.
  • Utilize feedback mechanisms such as Voice of Customer analysis, identify improvement opportunities and drive impactful changes across divisions to enhance both customer experience and employee experience.
  • Constantly evaluate performance and Return on Investment, ensuring 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 looking for a talented individual with the following qualifications:

  • 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.
  • Strong background in client and customer service, operational services.
  • Excellent leadership and project management skills.
  • Excellent analytical and problem-solving skills. Project Management: SCRUM or Lean Management is a plus.
  • Experience with SAP.
  • Knowledge of Service Now and Powerfront is a plus.
  • Excellent English proficiency, presentation, and communication skills.
  • Team orientation, and ability to work effectively with all levels of the organization.
  • Innovative and creative approach whenever possible and can-do attitude.

What We Offer

You can expect a range of benefits, including:

  • A competitive salary ranging from $120,000 to $180,000 per year.
  • Full coverage of accident insurance.
  • Attractive pension fund conditions.
  • Subsidized public transportation or free parking.
  • Employee canteen with buffet.

About Us

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.

Swarovski Crystal Business has a global reach with approximately 2,400 stores and 6,700 points of sales in around 140 countries and employs more than 18,000 people.

Together with its sister companies Swarovski Optik (optical devices) and Tyrolit (abrasives), Swarovski Crystal Business forms the Swarovski Group.

A responsible relationship with people and the planet is part of Swarovski's heritage.

Today this legacy is rooted in sustainability measures across the value chain, with an emphasis on circular innovation, championing diversity, inclusion, and self-expression, and in the philanthropic work of the Swarovski Foundation, which supports charitable organizations bringing positive environmental and social impact.

Swarovski is an equal opportunity employer.

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