Global Client Service Center Manager (M/F)

Your mission

• Define and communicate the strategic vision for the Client Services Center, ensuring alignment with global objectives and local market specificities.
• Lead strategic and operational reviews with markets to monitor team performance against defined KPIs.
• Define relevant KPIs to measure client satisfaction and team performance, and propose corrective actions to maintain excellence.
• Lead complex, transformational projects with significant impact on client service organization and client experience.
• Coordinate cross-functionally with After-Sales, Clientelling, eCommerce, IT, and Retail to ensure a seamless omnichannel client experience.
• Drive AI integration into client service processes and tools, identifying opportunities for innovation and operational improvement.
• Collaborate with the Training team to identify skill gaps and co-create tailored learning programs for teams.
• Handle and resolve the most critical and sensitive client situations requiring executive-level intervention

Your profile

• University degree or equivalent, with at least 10 years of successful experience in the premium or luxury sector, ideally in CSC management.
• Proven skills in training, talent management, and project management.
• Strategic mindset with the ability to translate vision into concrete, measurable action plans. Proactive in identifying client pain points and implementing sustainable solutions.
• Strong appetite for innovation, particularly in exploring and integrating new technologies (e.g., AI).
• Excellent written and verbal communication skills, able to effectively engage diverse audiences (teams, leadership, clients).
• Strong interpersonal skills, facilitating cross-functional collaboration and internal/external co-creation.
• Ability to manage conflicts and sensitive situations with creativity, diplomacy, and professionalism.
• Strong interest for luxury watchmaking and the TAG Heuer universe.