Montblanc Head of Customer Service Europe
- Seniority
- Director
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fashion, Apparel & Leather Goods
- Posted
- Apr 24, 2026
About Montblanc
Montblanc is a globally recognised luxury maison best known for writing instruments, leather goods, timepieces and accessories. As part of the Richemont group, Montblanc combines artisanal craftsmanship with contemporary design and operates internationally across retail, wholesale and digital channels. The brand emphasises refined client service and meticulous product quality at every customer touchpoint.
Montblanc is hiring a Head of Customer Service Europe in Hamburg to lead regional CX, operations and omnichannel service excellence.
Role & Responsibilities
- Define and execute the European customer service strategy to deliver a consistent, luxury-grade client experience across markets and channels (phone, email, chat, social).
- Lead, coach and develop a matrixed team of country operations managers, team leaders and front-line agents; set regional KPIs and monitor performance against SLAs and quality standards.
- Own end-to-end incident and escalation management for European markets, ensuring rapid resolution and alignment with after-sales, retail and product teams.
- Drive omnichannel process standardisation, digital tooling adoption and service automation initiatives to improve efficiency and client satisfaction.
- Collaborate with CRM, logistics, legal and product teams to ensure data privacy compliance, warranty handling, returns & repairs processes, and seamless post-sales journeys.
- Manage third-party vendors and external contact centres, including service level agreements, budget oversight and vendor performance reviews.
- Produce regular reporting and actionable insights for regional leadership and global stakeholders; recommend continuous improvement and change programmes.
Qualifications
- Proven senior leadership experience managing customer service operations at a regional or multi-country level within a premium or luxury brand.
- Strong track record of designing and implementing omnichannel service strategies and improving key customer metrics (NPS, CSAT, FCR, AHT).
- Experience managing third-party contact centre partners, vendor contracting and budgetary responsibility.
- Excellent stakeholder management and cross-functional collaboration skills with commercial, retail, CRM and after-sales teams.
- Demonstrable ability to lead multi-site and multicultural teams through change and digital transformation.
Skills
Experience
Significant leadership experience (typically 8+ years) in customer service or client experience roles, with at least several years managing regional teams or multi-market operations in premium retail or luxury goods.
Education
Bachelor's degree in Business Administration, Management, or a related discipline; advanced degree or professional certifications in customer experience, service management or leadership preferred.
Workplace
This position is based in Hamburg, Hamburg, Germany.
Culture
Montblanc cultivates a culture that marries heritage craftsmanship with modern luxury retail standards. The workplace values precision, client-centricity and international collaboration, offering professionals exposure to cross-functional projects and high-touch customer interactions within a prestigious global brand.
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 Montblanc, 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 «Head of Customer Care Europe», «Director of Customer Service, Europe», «European Customer Service Lead», «Head of Client Experience Europe», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.