Head of Customer Service Management (m/w/d) 100%
Core
Strategic leadership of the existing customer business, ensuring consistent high-quality customer experience and driving retention and loyalty.
Role type
Senior leadership Customer Service Management (B2B)
Builds
Customer lifecycle management, service organization strategy, and growth initiatives for existing accounts
Domain
B2B IT/Cloud services in Switzerland
Required skills
Strategic planning, team leadership, budget management, customer lifecycle management, escalation management, KPI definition, cross-functional collaboration
Preferred skills
Knowledge of Swiss IT market, existing customer contacts, IT/Cloud environment experience, AI training, agile methods
Technologies
N/A
Responsibilities
Develop and implement customer service management strategy, lead and develop customer service teams, manage escalations for critical customer situations, define and steer KPIs, identify growth potential in existing business, report to executive management
Seniority
Senior, strategic leadership