Head of Global Customer Service

At Swarovski, where innovation meets inspiration, our people desire to explore, experience and create. As a Head of Global Customer Service you will get a chance to work in a rewarding role within a diverse team that is pushing boundaries. Be part of a truly iconic global brand, learn and grow with us. We’re bold and inventive, revealing astonishing things like no one else can. A world of wonder awaits you.

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

Masters of Light Since 1895

Swarovski creates beautiful crystal-based products of impeccable quality and craftsmanship that bring joy and celebrate individuality.

Founded in 1895 in Austria, the company designs, manufactures and sells the world's finest crystal, gemstones, Swarovski Created Diamonds and zirconia, jewelry, and accessories, as well as crystal objects and home accessories. Swarovski Crystal Business has a global reach with approximately 2,400 stores and 6,700 points of sales in around 140 countries and employs more than 18,000 people. Together with its sister companies Swarovski Optik (optical devices) and Tyrolit (abrasives), Swarovski Crystal Business forms the Swarovski Group. A responsible relationship with people and the planet is part of Swarovski’s heritage. Today this legacy is rooted in sustainability measures across the value chain, with an emphasis on circular innovation, championing diversity, inclusion and self-expression, and in the philanthropic work of the Swarovski Foundation, which supports charitable organizations bringing positive environmental and social impact.

Swarovski is an equal opportunity employer. We give our people the guts to celebrate individuality and pride ourselves on creating a workplace where people feel involved, respected, valued, connected, and heard. A place where anyone/everyone belongs. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under the law of the countries we operate in.

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