WHO WE ARE
We are EssilorLuxottica, a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. The Company combines the expertise of two industry pioneers—one in advanced lens technologies and the other in iconic eyewear craftsmanship—to create a vertically integrated business that addresses the world’s evolving vision needs and the growing eyewear industry.
With over 180,000 dedicated employees across 150 countries, our people are creative, entrepreneurial, and celebrated for their unique perspectives. Committed to vision, we enable people to “see more and be more” through innovative designs, lens technologies, quality, and cutting-edge processing methods. Every day, we impact millions by changing how people see the world.
To strengthen our Customer Services team at Trimbach near Zurich, with regular travel to Essilor Suisse in Gland and other customers, we are seeking a Customer Service Manager Switzerland (w/m/d)/ CIC Lead.
In this role, reporting directly to the Managing Director of EssilorLuxottica Switzerland, you will be responsible for managing the Front and Back office across product categories—Frames, Lenses, and Instruments. Your scope includes leadership, project management, and strategic planning, requiring collaboration with local and central teams. You will play a key role in developing service and corporate strategy and contribute to achieving company goals.
Job responsibilities:
1. Plan, manage, and monitor daily Customer Service operations in Switzerland.
2. Supervise the Customer Service team, including hiring, performance management, coaching, and development.
3. Conduct recruitment processes and interviews.
4. Evaluate and improve business procedures to meet organizational objectives.
5. Ensure efficient order processing meeting quality standards.
6. Oversee customer support activities to enhance satisfaction.
7. Analyze data and metrics to evaluate performance.
8. Ensure compliance with legal and regulatory standards.
9. Identify opportunities to streamline processes and systems.
10. Collaborate with sales teams to exceed targets.
11. Standardize customer service activities across all contact points.
12. Manage projects and process improvements, coordinating with headquarters and internal teams.
13. Implement technologies to improve transparency and productivity.
Experience & knowledge, languages needed:
* Optical industry background.
* Minimum 5 years of relevant Customer Service management experience with team leadership.
* Experience in fast-paced, evolving organizations managing multiple priorities.
* Proficiency with SAP for customer service activities.
* Advanced skills in Microsoft Office Suite.
* Experience in developing and tracking work processes and performance reporting.
* Deep understanding of business functions, legal guidelines, data analysis, and financial management.
* Fluent in German and English (verbal and written); French optional.
* Customer-centric and commercially minded.
* Strong organizational and leadership skills.
* Motivated to develop and inspire teams.
* Excellent communication and stakeholder management skills.
* Problem-solving, analytical skills, and business acumen.
* Ability to prioritize, adapt, and own responsibilities in a dynamic environment.
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