Customer Experience Strategy Lead
vor 2 Monaten
About the Role
This is a unique opportunity to develop and implement a global customer service strategy that drives continuous improvement and innovation. As the Head of Global Customer Experience, you will be responsible for fueling customer-centricity and increasing customer lifetime value.
Key Responsibilities
- Work closely with the Customer Experience Management team to develop and execute strategic directions for global customer service, ensuring alignment with the company's strategic 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 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 unique and amazing talent who brings along the following:
- University degree/ Education, preferably in a relevant field.
- App. 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:
- Swarovski products discounts.
- Full coverage of accident insurance.
- Attractive pension fund conditions.
- Subsidized public transportation or free parking.
- Employee canteen with buffet.
About Swarovski
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. We give our people the guts to celebrate individuality and pride ourselves on creating a workplace where people feel involved, respected, valued, connected, and heard. A place where anyone/everyone belongs. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under the law of the countries we operate in.
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