Since 1860, TAG Heuer has embodied avant‑garde spirit, precision, and bold style that have shaped the history of the watchmaking industry worldwide. Innovation is part of our DNA, and we foster a fast‑paced, open, and entrepreneurial environment. To support our future projects, TAG Heuer is seeking for its Clientelling team based in Signy its future:
Your Role
As CSC Manager, you will be responsible for the strategy and deployment of client initiatives within TAG Heuer’s CSC network. You will define and implement the Client Service Center strategy, ensuring a best‑in‑class and consistent client experience across all touchpoints (call, email, live chat) worldwide. This key position combines strategic vision, cross‑departmental coordination, operational management, and leadership to drive client service excellence globally.
* Define and communicate the strategic vision for the Client Services Center, ensuring alignment with global objectives and local market specificities.
* Lead strategic and operational reviews with markets to monitor team performance against defined KPIs.
* Define relevant KPIs to measure client satisfaction and team performance, and propose corrective actions to maintain excellence.
* Lead complex, transformational projects with significant impact on client service organization and client experience.
* Coordinate cross‑functionally with After‑Sales, Clientelling, eCommerce, IT, and Retail to ensure a seamless omnichannel client experience.
* Drive AI integration into client service processes and tools, identifying opportunities for innovation and operational improvement.
* Collaborate with the Training team to identify skill gaps and co‑create tailored learning programs for teams.
* Handle and resolve the most critical and sensitive client situations requiring executive‑level intervention.
* University degree or equivalent, with at least 10 years of successful experience in the premium or luxury sector, ideally in CSC management.
* Proven skills in training, talent management, and project management.
* Strategic mindset with the ability to translate vision into concrete, measurable action plans. Proactive in identifying client pain points and implementing sustainable solutions.
* Strong appetite for innovation, particularly in exploring and integrating new technologies (e.g., AI).
* Excellent written and verbal communication skills, able to effectively engage diverse audiences (teams, leadership, clients).
* Strong interpersonal skills, facilitating cross‑functional collaboration and internal/external co‑creation.
* Ability to manage conflicts and sensitive situations with creativity, diplomacy, and professionalism.
* Strong interest for luxury watchmaking and the TAG Heuer universe.
We Offer
* A robust learning and development offer, as well as a world of opportunities within TAG Heuer and the LVMH group.
* A work environment where individual differences are recognized, appreciated, respected, and valued.
* Several internal initiatives to support and celebrate the employee experience, such as our sports challenge, parent buddy program, mentoring program, afterworks, and more!
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