Customer Service Manager (Operations)

at  Swatch Group

ABOUT US

Swatch Group is the world’s number one manufacturer of finished watches. With its 17 watch brands, the Group is present in all price segments, and is also active in the manufacture and sale of jewelry, watch movements and components.
Swatch Group unites, among other companies, the following watch brands under its roof Breguet, Harry Winston, Blancpain, Glashütte Original, Jaquet Droz, Léon Hatot, Omega, Longines, Rado, Union Glashütte, Tissot, Balmain, Certina, Mido, Hamilton, Swatch and Flik Flak. The Group has a strong distribution and multi-brand retail net with two sophisticated boutiques under the name of Tourbillon and Hour Passion. Swatch Group is also an important player in advanced nanomechanical, nanoelectronic and Bluetooth technologies essential to watchmaking and other industries.

AT SWATCH GROUP (UK), WE ARE PASSIONATE ABOUT PRECISION AND CRAFTSMANSHIP. OUR CUSTOMER SERVICE CENTRE IN SOUTHAMPTON IS THE HEART OF OUR OPERATION, DEDICATED TO SERVICING AND REPAIRING OUR WORLD-RENOWNED WATCHES.

Job description

Are you ready to lead a dynamic team and drive excellence in customer service? We are looking for an exceptional leader to take on the role of Customer Service Manager for our UK Customer Service Centre. You will oversee all aspects of the customer service operation, ensuring efficiency, productivity, and the highest standards of service. You will work closely with department managers to implement projects and process improvements, fostering a culture of continuous improvement and inclusivity.

Key Responsibilities

• Operational Excellence: Develop and implement strategies to enhance efficiency and optimize performance.
• Customer Satisfaction: Formulate plans to streamline processes and enhance customer satisfaction.
• Standards & KPIs: Establish and enforce operational standards, KPIs, and procedures in collaboration with department managers.
• Issue Resolution: Take ownership of resolving production issues with effective resolution and follow-through.
• Stakeholder Communication: Communicate updates and issues to internal and external stakeholders, including Brand Managers, Brand HQ, and Country Manager.
• Cross-Department Collaboration: Foster a positive and inclusive culture through cross-departmental collaboration.
• Comprehensive Oversight: Ensure alignment with organizational goals and maintain efficient workflow prioritization.
• Risk Management: Identify potential risks and develop strategies to mitigate or manage them.
• Data Analysis: Extract and analyze data to create insightful reports and drive continuous improvement.
• Project Management: Execute new projects and initiatives to enhance operational effectiveness.
• Resource Allocation: Monitor work volumes and resource allocation to meet budget and service delivery targets.
• Stock Management: Maintain stock integrity in collaboration with the Spare Parts & Logistics Manager.
• Quality Improvement: Monitor and enhance production standards using quality improvement methodologies.
• Leadership: Provide effective leadership through objective setting, performance monitoring, and professional development.
• HR Collaboration: Work closely with the HR Business Partner on employee engagement, talent management, and workforce planning.
• Health & Safety: Ensure compliance with H&S policies and create a safe working environment.