Global Client Service Center Manager
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TAG Heuer (Signy, Switzerland) seeks a Global Client Service Center Manager to lead CSC strategy and omnichannel client experience.
Overview
TAG Heuer is a Swiss watchmaker known for its avant‑garde spirit, precision engineering and bold design. Operating within LVMH’s Montres & Joaillerie division, the brand combines haute horology heritage with a fast‑paced, innovation‑driven culture and international retail and digital operations.
Role & Responsibilities
- Define and communicate the strategic vision for TAG Heuer’s Global Client Service Center, ensuring alignment with corporate objectives and local market specificities.
- Design and deploy client initiatives across the CSC network to deliver a consistent, best‑in‑class omnichannel experience (phone, email, live chat).
- Establish, monitor and refine KPIs to measure client satisfaction and team performance; lead strategic and operational reviews with markets and propose corrective actions.
- Lead complex transformational projects with significant impact on client service organisation and customer experience.
- Coordinate cross‑functionally with After‑Sales, Clientelling, eCommerce, IT and Retail to guarantee seamless end‑to‑end client journeys.
- Drive the exploration and integration of AI into client service processes and tools to improve efficiency and innovation.
- Collaborate with Training to identify skill gaps and co‑create tailored learning and development programmes for CSC teams.
- Manage and resolve the most critical and sensitive client escalations requiring executive‑level intervention.
Qualifications
- University degree or equivalent.
- Minimum 10 years of progressive experience in the premium or luxury sector; prior experience managing a Client Service Center strongly preferred.
- Proven experience in training design, talent management and project management.
- Demonstrated ability to translate strategic vision into measurable operational plans and KPIs.
- Proven capability to lead complex, cross‑functional programmes and change initiatives.
- Excellent written and verbal communication skills with the ability to engage diverse internal and external stakeholders.
- Strong interpersonal skills, diplomacy and proven ability to manage conflicts and sensitive client situations.
- Genuine interest in luxury watchmaking and the TAG Heuer universe.
Skills
Experience
Minimum 10 years of successful experience in the premium or luxury sector, with proven responsibility for client service operations; prior CSC management experience is highly desirable.
Education
University degree or equivalent.
Benefits
Robust learning and development programme; internal career opportunities across TAG Heuer and the LVMH group; inclusive work environment valuing individual differences; employee initiatives including sports challenge, parent buddy programme, mentoring programme and regular afterworks.
Culture
TAG Heuer combines Swiss watchmaking craftsmanship with a progressive, entrepreneurial mindset and a strong emphasis on innovation. The workplace is international and fast‑paced, encouraging cross‑disciplinary collaboration, continuous learning and a focus on delivering bold, client‑centric experiences.