Customer Service Manager Switzerland (w/m/d)/ CIC Lead

WHO WE ARE

We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses.

The Company brings together the complementary expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, to create a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs and the global demand of a growing eyewear industry.

With over 180,000 dedicated employees in 150 countries driving our iconic brands, our people are creative, entrepreneurial and celebrated for their unique perspectives and individuality.

Committed to vision, we enable people to see more and be more thanks to our innovative designs and lens technologies, exceptional quality and cutting-edge processing methods.

Every day we impact the lives of millions by changing the way people see the world

To strengthen our Customer Services team at the Trimbach location near Zurich with regular travel activities to Essilor Suisse in Gland and customers, we are seeking the following as early as possible :

CIC Lead / Customer Service Manager Switzerland (m / f / d)

In this important position, you will report directly to the Managing Director EssilorLuxottica Switzerland and, after thorough training, you will be responsible for managing the Front and Back office areas across the product categories Frames, Lenses and Instruments.

Your scope of work includes leadership, project management, strategic planning and requires close collaboration with various teams at local and central levels.

As a Customer Service Manager, you play a crucial role in the development of the service & corporate strategy and contribute to achieving company goals.

Job responsibilities :

Plan, manage and monitor the day-to-day running of Customer Service Switzerland to ensure smooth progress

Having full supervisory responsibility of the Customer Service team including hiring, performance management, coaching, and development

Governance of the recruitment process including conducting interviews

Regularly evaluate the efficiency of business procedures according to organizational objectives and apply improvements

Ensuring efficient order processing while meeting quality standards

Oversee customer support processes and organize them to enhance customer satisfaction

Evaluate overall performance by gathering, analyzing and interpreting data and metrics

Ensure that the operation runs with legality and conformity to established regulations

Identifying opportunities to streamline business processes and systems

Working alongside other members of the business to exceed the sales targets

Overhauling customer service activities and implementing minimum standards across all contact with customers

Project management and process control / optimization including communication in coordination with corporate headquarters and internal interfaces

Implementation of technologies and tools to increase transparency and productivity

Experience & knowledge, languages needed

Optical background

5 years of relevant experience in Customer Service management and leadership of a team of strong professionals

Relevant experience working within a fast paced, quickly evolving organization and manage multiple complex priorities

Previous relevant experience using SAP system to assist and manage customer service processes and activities

Advanced computer skills including Microsoft Excel, Word, PowerPoint and other relevant business tools

Experience developing, implementing, tracking work processes and reporting performance against those processes.

In depth knowledge of diverse business functions and principles

Knowledge of industry’s legal rules and guidelines

Knowledge of data analysis and performance metrics

Solid understanding of financial management

Excellent communication skills in both German and English (verbal, written and presentation), French optional

Customer Centric and Commercial mindset

Competencies & characteristics needed

Excellent organizational, management and leadership abilities

Highly motivated with a passion for inspiring, motivating and developing the Customer Service team

Strong team player with ability to collaborate with all relevant departments and stakeholders

Distinctive problem solving, and analytical skills combined with strong business acumen

Ability to effectively prioritize, demonstrate flexibility and ownership in a fast-changing and matrix environment

Exceptional written and verbal communications skills, as well as strong interpersonal skills

Commercial awareness with an eye for seeing business improvement opportunities

Excellent stakeholder management skills and an ability to communicate complex business ideas

Technical & professional competency

Service-oriented thinking and acting