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Senior Coordinator Customer Care - International Development (m/f)

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"Since 1868, the Swiss watch manufacturer IWC Schaffhausen has been crafting exquisite Haute Horlogerie, in which the highest precision is combined with exclusive design. As one of the world's leading brands in the luxury watch segment, our long-established company daily upholds the pioneering spirit and the innovative talent that underlie our success."

Senior Coordinator Customer Care - International Development (m/f)



At our headquarter in Schaffhausen, we are looking for a


Senior Coordinator Customer Care - International Development (m/f)


Within this role you will ensure that the Customer Service Policy is understood and applied within our worldwide distribution channels in order to support the Customer Service transformation and objectives achievement. Your success will be monitored by monthly KPI reportings discussed with the Customer Service Management.          



  • Regularly visit all of our boutiques throughout the year in order to ensure our Customer Service strategy is successfully driven in a customer centric manner
  • Coordination and reporting of market feedbacks related to Customer Service topics
  • Ensure a seamless repair and communication flow with all actors on the markets
  • Further development of Customer Service within our distribution network
  • Know-how transfer to our markets regarding the handling of complaints in order to bring our customers a perfect Customer Service experience
  • Act as an important point of contact to the Stores managers and client advisors in the markets in terms of CS related topics
  • Act as a BPO for User Acceptance Tests within CS related projects






  • At least Bachelor level - Business Administration
  • Know-how of interaction of CS, Retail, Wholesale within the luxury industry
  • Technical background can be an advantage



  • At least 3-5 year business experience within an international environment
  • Experience as a Key User or Business Owner in projects



  • Good technical knowledge of watchmaking if possible
  • Understand a complete retail flow is necessary
  • Strong service orientation
  • Well organized, able to be autonomous, and to provide KPI and statistics
  • ERP / SAP is a must
  • English and a second language (either French or German) is a must
  • Leadership and openness. Must have credibility to discuss difficult matters with managerial profiles
  • Team oriented (very important)
  • Very good communication skills and ability to understand complex situations on various levels
  • Willingness to travel: travel amount 25 %



IWC offers a challenging working environment: the company's roots are in Switzerland, but it is a successful international player. We maintain our tradition, yet we are always on the lookout for innovations and ways to improve. Change management, education, further training and personal development are therefore of key importance for our long-term success.

Schaffhausen / Schaffhouse / Zürich / Schaffhausen SH



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