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ONOn

Director of Global Customer Service(m/w/x)

Zürich
VollzeitVor OrtSenior
Jetzt bewerben

Designing and implementing a globally consistent, premium, omnichannel service for retail/premium consumer brands. Deep expertise in automation and AI implementation required. Hybrid work, 4-week workation option.

Anforderungen

  • Seasoned leader with profound experience in shaping and leading global customer service/experience functions for retail/premium consumer brands
  • Visionary strategist with proven track record transforming customer service into a strategic growth engine
  • Deep expertise in designing and scaling omnichannel customer service operations
  • Strong footprint in automation and AI, hands-on experience implementing hybrid service models
  • Data-driven leader passionate about using analytics for insights and decision-making
  • Extensive experience managing strategic partnerships with BPO providers
  • Exceptional communicator and expert-level leader, inspiring teams and influencing stakeholders
  • Fluency in English
  • Building High Performance Teams
  • Leading Change
  • Setting Direction
  • Customer Centricity

Aufgaben

  • Define and execute a bold vision for customer service
  • Reposition customer service as a strategic driver of CLV and brand loyalty
  • Lead the design and implementation of a globally consistent, premium, omnichannel service
  • Ensure personalized, frictionless, and proactive customer experiences
  • Integrate sophisticated AI and automation to enhance operational velocity and engagement
  • Architect a unified human-plus-AI service paradigm for global scale
  • Embed a data-driven approach to measure success beyond traditional metrics
  • Utilize a 360-degree view of performance combining operational KPIs and strategic metrics
  • Design and implement a strategic framework for internal and BPO delivery
  • Determine the distribution of capabilities, customer segments, and service levels
  • Achieve a balance between high-quality standards, operational oversight, and financial efficiency
  • Coach, mentor, and inspire a high-performing global team
  • Cultivate an environment of psychological safety, trust, and excellence
  • Serve as a key strategic partner to Commercial, Marketing, and Technology leaders
  • Ensure the customer's voice is central in all business decisions
  • Drive alignment on premium service objectives

Berufserfahrung

  • ca. 4 - 6 Jahre

Ausbildung

  • Bachelor-AbschlussODER
  • Master-Abschluss

Sprachen

  • Englisch – fließend

Tools & Technologien

  • CRM platforms
  • Support platforms
  • Chatbots
  • Voice automation
Die Originalanzeige dieses Stellenangebotes in der aktuellsten Version findest du hier. Nejo hat diesen Job automatisch von der Website des Unternehmens On erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.

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