Contact Center Manager (100%)

Job description

Breitling stands apart with its watches unapologetically dedicated to authentic adventures, in the air, at sea or on land. As our next Contact Centre manager, you will join a dedicated Digital and e-Commerce team to contribute actively to our legendary future. This is an exciting opportunity to further propel the Breitling customer experience and our worldwide contact centers to the next level, working closely with different departments, external agencies and our subsidiaries abroad. You have a roll-up-your-sleeves attitude to make things happen.

Main responsibilities:

  • Define and implement global contact centre guidelines to create a homogenous brand experience between regions and maximize customer satisfaction
  • Lead projects related to setting up new contact center operations, new geographies and additional communication channels
  • Set, measure and report the SLAs and KPIs for the contact center operations globally, with a strong focus on client experience and sales targets
  • Set commercial targets and ensure the successful growth of contact centers as a key revenue generator to overall e-Commerce and Retail performance, as part of Breitling’s omnichannel approach
  • Optimize omnichannel customer journeys, implement outbound campaigns and clienteling initiatives with e-Commerce teams to drive customer loyalty

Job requirements

  • Minimum 5 years of experience with Contact Centers (preferably within luxury, airline or hospitality industries) 
  • Experience of global/regional contact center management with sales capabilities is a plus, as is the internalization of previously outsourced contact center or ex-nihilo set-up
  • Excellent analytical skills, organizational capabilities and data-driven thinking
  • Highly collaborative and adaptable with strong communication skills working effectively across different teams understanding the meaning of customer centricity
  • Experience with Salesforce (SalesCloud & ServiceCloud) is highly preferred
  • Fluency in English, both in oral and written communication, additional languages are valued

At Breitling, we are:

  • Entrepreneurial spirit
  • Doer and result-driven
  • Innovative thinker
  • Explorer and experimental
  • Ethical and inclusive way of collaboration
  • Understanding aesthetics