Customer Service Manager (m/f) - 100%

Zürich Festanstellung

Aktualisiert am 14/07/2022

  • International FMCG company
  • Solid leadership experience (direct and indirect)


Our client is a global corporation focusing on the luxury segment of consumer goods with its global operations hub based in the Zurich area. To strengthen their travel retail operations, we are recruiting a Customer Service Manager (all genders).


Customer Service Manager is responsible for the execution of end-to-end services across multiple elements of the regional Travel Retail operations; with the objective that the right products get to the customer at the right time and driving all customer service optimization strategies, through the leadership of the regional customer service team and close collaboration as a business partner with internal and external stakeholders.

The Customer Service Manager aims at strategically supporting business continuity and delivering value through the operational execution of customer service activities.

Customer Service Manager will report directly to the Executive Manager Customer Service and will have direct responsibility for two regional teams with its leads and customer coordinators. In this role, the successful candidate will focus on:

  • Leading, coaching, and performance management of the regional customer service team, including maintaining a high-performance culture.
  • Overseeing the regional organization to deliver and optimize service levels and managing the business to ensure that overall (regional) OTC deliverables are met.
  • Implementing the strategic Travel Retail worldwide customer service roadmap for the region.
  • Steering the customer service processes and governing their maintenance and development.
  • Managing the day-to-day customer service department and customer relations.
  • Strategically assessing opportunities to increase the efficiency of customer service operations, systems, and processes to seek opportunities to reduce costs and improve service levels.
  • Being responsible for claim management to ensure process compliance and manage financial impact.
  • Driving collaborative planning, forecasting, and replenishment programs with key retailers.
  • Maintaining relationships with regional key stakeholders and promote confidence in the overall execution to the processes.
  • Creating a seamless and satisfying internal and external customer experience throughout the organization.


For this function, the successful candidate should provide a strong proficiency in customer service management, whilst showing a proven record in people and stakeholder management.

  • Strong educational background (e.g. university degree in business administration, supply chain, or any related discipline) combined with comparable professional experience with customer centricity in a fast-paced environment within a multinational company
  • More than 5 years of experience in supply chain management roles and a minimum of 3 years of leadership experience (direct and/or indirect leadership)
  • High energy to drive change with strong teamwork and interpersonal skills, ability to coach, train, and influence people
  • Service-minded personality
  • Hands-on approach and curiosity, can-do and positive attitude
  • Excellent IT skills (SAP - mandatory, MS Office)
  • Languages: English (any other language is an advantage)


With a strong focus on professional growth and continuous learning, our client is committed to developing the next generation of leaders for the company. The global nature of its work across multiple regions and brands, functions, and channels provides fertile ground for mobility and career growth. The inclusive culture embraces the diversity of thought and empowers individuals to think like entrepreneurs. Is this position relevant and interesting for you? Then apply online now!



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Procurement & Supply Chain
Näheres Berufsfeld
Supply Chain Management
FMCG (Fast Moving Consumer Goods)