IWC Team Lead Guest Experience

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Employment
Full-Time
Seniority
Lead
Posted
Sep 21, 2026

About IWC

IWC Schaffhausen is a Swiss luxury watch manufacturer and member of the Richemont group. The brand combines precision engineering with refined craftsmanship and operates within an international luxury ecosystem where supply‑chain integrity, regulatory compliance and attention to detail are paramount.

IWC Schaffhausen seeks a Team Lead Guest Experience to lead marketing initiatives in guest engagement and brand relations. The role encompasses designing and executing global watchmaking activation strategies, managing manufacture and museum tours, and overseeing reception services whilst mentoring a high-performing team to deliver exceptional brand experiences and build lasting customer relationships.

Role & Responsibilities

  • Strategically align guest experience initiatives with commercial team objectives to drive brand engagement and revenue
  • Establish and cultivate strategic partnerships with global markets to standardize exceptional experiences and expand international reach
  • Design and implement global watchmaking activation strategies that enhance brand visibility and customer engagement
  • Lead, mentor, and empower a high-performing team to achieve operational excellence and superior service delivery standards
  • Oversee the delivery of unique guest experiences including manufacture tours, museum exhibitions, watchmaking workshops, and reception services
  • Act as central interface between brand strategy, global markets, and direct customer engagement to strengthen brand awareness and loyalty

Qualifications

  • Degree in Marketing, Business Administration, or related field, or equivalent recognized professional qualification
  • Demonstrated leadership experience with a focus on building and developing high-performing teams in a marketing context
  • Strategic mindset that drives market engagement and brand loyalty
  • Profound enthusiasm and deep understanding of the watch industry and hospitality sectors
  • Excellent knowledge of MS Office Suite, particularly PowerPoint for presentations and Excel for data analysis and reporting
  • Fluent in English; German language proficiency is advantageous
  • Demonstrated flexibility, adaptability, and high resilience in a fast-paced, results-oriented environment

Skills

Strategic planning and marketing Team leadership and management Guest experience design and execution Brand strategy alignment Microsoft PowerPoint Microsoft Excel Cross-functional collaboration International partnership development

Experience

Proven leadership experience in marketing or guest experience management, with demonstrated success in leading teams and executing strategic initiatives in a luxury or hospitality setting. Strong track record of developing and delivering customer-focused programs at scale.

Education

Bachelor's degree in Marketing, Business Administration, or related discipline; or equivalent recognized professional qualification

Workplace

This position is based in Schaffhausen, Schaffhausen, Switzerland, within easy reach of Zurich.

Benefits

Daily food and beverage allowance of CHF 7 redeemable in the in-house restaurant and selected Schaffhausen establishments; annual health insurance contribution of CHF 2,340 for full-time contracts; 25 days annual vacation (increasing to 30 days from age 50) plus 5 additional bridge compensation days; preferential pricing on IWC and Richemont products; diverse health and wellness programs including financial support for external childcare; access to IWC Sport Club; attractive workplace setting along the Rhine River with social activity opportunities; memorable internal events including Christmas celebrations and summer social gatherings

Culture

IWC fosters a precision‑driven, craftsmanship‑led culture where technical excellence and regulatory rigour are valued. The workplace emphasizes cross‑functional collaboration, international exposure and continuous improvement within a heritage luxury environment.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.

Frequently Asked Questions

The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like IWC, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Guest Experience Manager», «Guest Relations Team Lead», «Experience Marketing Lead», «Hospitality Experience Director», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.

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