Global Cx Academy Head of Customer

At Swarovski, where innovation meets inspiration, our people desire to explore, experience, and create. We are looking for a Global CX Academy Head of Training - Customer & Client Service where you will get a chance to work in a rewarding role within a diverse team that is pushing boundaries. Be part of a truly iconic global brand, learn and grow with us. We’re bold and inventive, revealing astonishing things like no one else can. A world of wonder awaits you.

**About the job**
- Defining and creating the learning curriculars for the customer facing teams within Customer & Client Service, ensuring implementation in excellence
- Imbed a systematic approach to training and development within the Global Business Service & Clusters for Customer & Client Services, identifying and sharing ‘best practice’ to deliver an effective, business focused, customer and learner centric CX Academy
- Working in partnership functionally manage a GBS Trainers to deliver a standard of excellence
- Regularly evaluating the effectiveness of the global customer & client services learning curriculars, assess training needs and make recommendations, with a future focus mindset
- Being a service expert - ensuring the Swarovski service model is integrated into all training where appropriate & there is a red thread through all service modules used by customer facing teams
- Remain up to date with competitors, industry experts and global markets - Spot learning trends and remain cutting edge in all deliverables
- Proactively manage the training budget and deliver all projects on budget for Customer & Client Service Training
- Evaluating and measuring the learning results from the GBS & Clusters. Follow up with required actions to meet KPI’s
- Developing (working with an external provider) and managing a service audit program across all customer facing touchpoints

**About you**

We are looking for a unique and amazing talent, who brings along the following:

- Experienced Training Manager working in a multi-cultural luxury environment with a minimum of 3 years experience
- Experience in customer service with a Service Center environment
- Experience with a strong passion for attainable luxury, Fashion, Hospitality, Cosmetics or Lifestyle Brands
- Commercially savvy and business driven, with a strong focus on results
- Digital Learning proficient - a knowledge of digital learning would be an asset, training content creation
- Excellent and proven coaching and influencing skills
- Passion for people development and learning with the ability to instruct others
- Excellent English proficiency, presentation, and communication skills

**About Swarovski**

Swarovski is a Wonderlab where magic and science meet.

Swarovski unifies all parts of its organization under one spellbinding idea and brings forward a wondrous new world of crystal craftsmanship. Founded in 1895 in Austria, the company designs, manufactures and sells the world’s highest quality crystal, genuine gemstones, Swarovski Created Diamonds and zirconia, jewelry, and accessories, as well as crystal objects and home accessories. 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 has always been an integral part of Swarovski’s heritage. This manifests today in the company’s well-established sustainability agenda with youth-focused education programs and foundations to promote human empowerment and conserve natural resources to achieve positive social impact.