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

# Head of Global Customer Service **Zurich, CH** | **Full time** **About the job** Your responsibilities include, but are not limited to: * Support CX Management in executing the strategic direction for global Customer & Service, driving transformation initiatives to deliver a proactive, effortless luxury service experience worldwide. * Monitor and analyze key performance indicators (KPIs/SLAs), customer feedback, and service trends to identify root causes, improve service delivery, and address recurring issues. * Serve as the escalation point for complex or high-value client interactions, ensuring timely and effective resolutions that align with brand standards. * Influence and empower global Customer & Client Service teams, GBS operations, and local markets to foster high performance, accountability, and consistent service excellence. * Lead the design and execution of training and upskilling initiatives to ensure WOW experiences and continuous capability growth across teams. * Champion the implementation and integration of service technologies, processes, and knowledge tools to enhance customer interaction and operational efficiency. * Collaborate closely with Global Business Services, ensuring adherence to service delivery standards and escalating performance issues as needed. * Drive a culture of collaboration and cross-functional teamwork, cultivating diverse networks and aligning stakeholders around a cohesive, best-in-class service strategy. * Support strategic planning and project work to optimize service coverage, uphold brand reputation, meet volume demand, and continuously improve the Client & Customer Service experience. **About you** We are looking for a unique and amazing talent, who brings along the following: * A university degree and 5+ years of experience in a similar global role * Proven leadership skills with the ability to inspire and develop diverse, high-performing teams * Strategic thinking with strong planning and execution capabilities * Deep customer orientation and a passion for delivering elevated service experiences * Excellent communication, coaching, and stakeholder management skills * Strong analytical mindset with expertise in data-driven decision-making * Proficiency in conflict resolution, problem-solving, and cross-functional collaboration * Experience in GBS Customer Service Management, including CRM, eCom, After Sales, and Omnichannel operations * Ability to translate global service strategies into frameworks, processes, and impactful actions **What we offer** You can expect a range of benefits, including: * Swarovski products discounts * Full coverage of accident insurance * Attractive pension fund conditions * Subsidized public transportation or free parking * Employee canteen with buffet # LI-Hybrid