Global Head of Premium AI-Driven Customer Experience

On; Zürich; Sur place; CHF 260 000 - 480 000; Plein temps

Avantages offerts par ce poste

Equal Opportunity Employer

Résumé du poste

On seeks a visionary Director Global Customer Service to redefine our customer experience into a proactive, data-driven growth engine. You will lead a global team, shape a premium omnichannel service, and partner with BPOs to embed a customer-obsessed culture across the organization.

You will drive a data-driven approach, measure CLV, collaborate with Commercial and Marketing, and design an operating model balancing internal and external delivery for scale.

Qualifications

• Seasoned leader with global customer service experience
• Strong track record in transforming service into strategic growth
• Experience in omnichannel operations and CRM platforms

Responsabilités

• Define and execute a bold vision for customer service as a driver of CLV and brand loyalty.
• Lead the design of a globally consistent premium omnichannel service experience.
• Strategically integrate AI-driven ecosystems and automation to boost velocity and engagement at scale.
• Build a data-driven culture with a 360-degree view of performance and CLV analytics.
• Architect a robust operating model for internal vs. BPO delivery.
• Coach, mentor and develop a high-performing global team.
• Partner with Commercial, Marketing and Technology leaders to keep the customer voice central.

Description du poste

On seeks a visionary Director Global Customer Service to redefine our customer experience into a proactive, data-driven growth engine. You will lead a global team, shape a premium omnichannel service, and partner with BPOs to embed a customer-obsessed culture across the organization.

You will drive a data-driven approach, measure CLV, collaborate with Commercial and Marketing, and design an operating model balancing internal and external delivery for scale.