International Customer Service Manager (M/W)

Your mission

• Develop and implement a comprehensive international customer service strategy aligned with the brand's values and objectives.
• Define service standards, procedures, and guidelines to ensure consistent and exceptional customer care across all international markets.
• Develop and implement customer care strategies to exceed customer expectations and ensure exceptional service throughout the customer journey.
• Foster a customer-centric culture within the customer service team, emphasizing the importance of customer satisfaction.
• Oversee and manage the watch repair services, ensuring efficient and timely repair and maintenance of customer watches.
• Collaborate with watchmakers and technicians to diagnose and resolve technical issues, while adhering to the highest industry standards.
• Continuously evaluate and improve customer service processes, identifying areas for enhancement to optimize service delivery.
• Monitor customer satisfaction metrics, analysing data and implementing initiatives to improve overall customer experience and team performance.
• Collaborate closely with cross-functional teams, such as sales, marketing, product development and operations, to ensure alignment and a seamless customer experience.
• Lead and inspire a team of customer service representatives and watch technicians, promoting a positive work environment and fostering a culture of excellence.
• Develop training programs and provide ongoing training to enhance the skills and knowledge of the customer repair teams in the markets.

Your profile

• Bachelor's degree in a related field (preferred)
• Proven track record of 5-8 years in a similar role
• Minimum 5 years’ experience in a managerial position
• Fluent in English; additional language skills, particularly French or German, are advantageous
• Strong leadership skills, with the ability to motivate and develop a high-performing team
• SAP proficient