Head of Customer Service

• Exciting opportunity to work with an internationally renowned customer • 9-month contract (maternity leave replacement) // Hybrid work model About Our Client ## Our client is an established, internationally oriented company in the service environment with a strong focus on customer experience and long-term customer loyalty. Job Description ## Leadership & operative stability • Leadership, coaching and support of 7 team leads with a strong focus on employee development • Ensuring a smooth daily business and a constantly high service quality • Present and accessible leadership personality that provides stability and orientation Customer Service Management • Ensuring efficient processes in customer service • Supporting the prioritization and implementation of ongoing initiatives • Balance between personal customer contact and existing digital solutions Collaboration in projects & developments • Collaboration and support in existing projects (e.g. in the area of CRM, process optimization or digitization) • Bringing in practical impulses without comprehensive transformation responsibility • Ensuring that ongoing developments are consistently continued Interface management • Close cooperation with sales and marketing to ensure a consistent customer experience • Ensuring a functioning interplay of the departments in the daily business Processes & organisation • Ensuring functioning processes and identifying pragmatic optimizations in everyday life • Focus on stability rather than fundamental realignment The Successful Applicant ## • Several years of leadership experience in the customer service / customer experience environment (e.g. head of, director level) • Experience in interim roles or in taking on stabilizing leadership tasks is an advantage • Pronounced leadership and coaching competence with high team proximity • Experience in collaborating on projects (e.g. CRM, processes, digitization), without necessarily having overall responsibility for transformation • In-depth understanding of modern customer service organizations • Experience with CRM systems (e.g. Salesforce, ideally also in the Google Cloud environment is an advantage) • Fluent German and English in word and writing • Good understanding of the interfaces to sales and marketing • Industry experience in service-oriented environments, particularly in hospitality, tourism or other strongly customer-oriented business models (e.g. membership, subscription or platform models), is an advantage What's on Offer ## Are you interested in bringing your leadership skills to a exciting project? Then I look forward to your application. Quote job ref JN-062026-7036183 Job Function Customer Service Specialisation Contract Administrator Industry Leisure, Travel & Tourism Location Zug Contract Type Interim Job Reference JN-062026-7036183 Job Nature Home Office