DeinDeal
Head of Customer Care(m/w/x)
Full-timeOn-siteSenior
Zürich
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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.
Requirements
- 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
Tasks
- 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
Work Experience
- approx. 4 - 6 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- English – Native
Tools & Technologies
- CRM platforms
- Support platforms
- Chatbots
- Voice automation
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of On and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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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.
Requirements
- 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
Tasks
- 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
Work Experience
- approx. 4 - 6 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- English – Native
Tools & Technologies
- CRM platforms
- Support platforms
- Chatbots
- Voice automation
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of On and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
Like this job?
BetaYour Career Agent finds similar jobs for you every day.
About the Company
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Industry
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Description
The company is the fastest-growing sportswear brand, focused on creating winning digital products and campaigns.
Not a perfect match?
- DeinDeal
Head of Customer Care(m/w/x)
Full-timeOn-siteSeniorZürich - ABBZH ABB Asea Brown Boveri Ltd
Global HR Operations Manager(m/w/x)
Full-timeOn-siteSeniorZürich - Capri Sun Group Holding AG
Director Global Planning & Logistics(m/w/x)
Full-timeOn-siteManagementBaar - Mondelēz International
Director Planning Transformation(m/w/x)
Full-timeOn-siteSeniorZürich - CH10 MDLZ EU GmbH
BU Consumer Experience Lead – Toblerone & World Trade Retail(m/w/x)
Full-timeOn-siteSeniorZürich