Customer Service Manager (f/m/x)

We are a dedicated Squad on a mission to reshape watchmaking, rooted in our legacy since 1884. With a passion for crafting timepieces that thrive across air, land, and sea, we bring together a unique fusion of casual elegance, sustainability, and inclusive luxury. With 140 years of heritage and over 1,900 passionate individuals across 20 countries, we are excited to continue our journey forward.

Your primary role will be to provide leadership, direction, and motivation to the Customer Service and After-Sales Service Administration team to ensure they consistently deliver the best customer service. As part of the After-Sales Service Management team, you will play a key role in ensuring all areas of the department are customer-focused in their decision making, whilst ensuring financial targets are achieved.

It is more than a Manager role; it is a role in which you will ensure the team understands and satisfies customers' requirements, exceeding their expectations wherever possible, providing training as and when required to bring the whole team to the level of exceptional Customer Service. As a Customer Service Manager, you will ensure all customer escalations are brought to a timely and satisfactory solution for both the customer and the brand.

Your responsibilities:

• You will help and support team members in building excellent customer relations.
• You will maintain and improve the quality of communication with customers.
• You will monitor team performance against the agreed SLAs.
• You will maintain and improve lead times within the Admin and Customer Care department.
• You will support and direct staff in resolving queries and simple complaints.
• You will act as the next point of escalation after the Customer Care Manager for handling serious customer complaints.
• You will manage HR tasks for the team, such as recruitment, discipline, appraisals, communication, holidays, and sick leave.
• You will lead and manage regular team meetings.
• You will train and develop the team and individuals to deliver the highest standards of customer service.
• You will maintain the highest standards of security and integrity and motivate the team.
• You will oversee the repair platform, ensuring it meets SLAs and maintains high-quality communication with customers.
• You will manage and maintain absence within the team at acceptable levels.
• You will provide weekly reports on departmental activity to the Aftersales Service Director.

Your profile:

• You have 5+ years of experience in Customer Service Management.
• You have experience in the luxury market customer service sector (preferred, but not essential).
• You can manage a team with diverse abilities and skill levels, inspiring and guiding them to achieve high levels of customer service.
• You have good knowledge of Windows applications, especially Word and Excel.
• You have knowledge of SAP (a strong plus).

We invite you to apply even if you do not meet all of these criteria. At Breitling, we encourage everyone to bring true authenticity to work and contribute to our shared mission to redefine luxury. We prioritise the well-being of our employees by fostering an environment of diversity, equity and inclusion, where every voice is heard and valued.

We value diversity and are committed to fostering an inclusive environment that reflects the excellence and refinement that define our brand. We welcome applications from all backgrounds, regardless of race, gender, age, sexual orientation, disability, or any other protected characteristic. We invite candidates from all walks of life to share their applications to join our Squad, where inclusion is at the heart of our vision of elegance and prestige.

Please note that the use of protective equipment is required for certain roles to maintain the highest standards of safety and precision during operations in our workshops.