Montblanc Head of Customer Service Europe
- Employment
- Full-Time
- Seniority
- Director
- Department
- Executive & General Management
- Industry
- Fine Watches & Horology
- 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 Hamburg: Head of Customer Service Europe managing 30+ FTEs across logistics and technical operations, driving service excellence and continuous improvement.
Role & Responsibilities
- Take overall responsibility for Customer Service Europe operations, including the Technical Center, managing approximately 30 FTEs across logistics, administration, watchmaking, and technical disciplines
- Drive end-to-end performance optimization to achieve best-in-class customer service delivery while controlling operating costs
- Coordinate all processes between Customer Service, Logistics, technical departments, and administration functions
- Analyze, optimize, and implement continuous improvement initiatives across internal workflows
- Manage cross-functional projects and spearhead strategic improvement measures
- Collaborate with internal departments and international markets to align service standards
- Support development and implementation of enterprise systems and tools, including SAP and workforce management solutions
- Prepare comprehensive analyses, reports, and decision-making materials for senior management
- Provide disciplinary and functional leadership to the team, with responsibility for employee development, training needs assessment, and implementation of tailored coaching programs
Qualifications
- Completed degree or equivalent qualification in business or technical field
- Minimum 15 years of professional and leadership experience in customer service, repair center operations, or comparable environment
- Proven track record managing large teams in international settings
- Demonstrated expertise in lean manufacturing methodologies and multi-market operations
- Strong continuous improvement mindset with measurable results
- Proficiency in SAP and Microsoft Office applications
- Excellent written and spoken German and English
Skills
Experience
Minimum 15 years of professional and leadership experience in customer service, repair center operations, or comparable environment, with demonstrated success managing large teams in international settings and driving continuous improvement initiatives.
Education
Completed degree or equivalent qualification in a business or technical field.
Workplace
This position is based in Hamburg, Hamburg, Germany.
Benefits
Flexible working hours, attractive company pension scheme, site services (canteen, on-site café, laundry service), company sports and health programs, discounted Urban Sports membership, subsidized HVV-ProfiTicket for local public transport, employee car park with free electric vehicle charging stations, German company bike with secure parking, special conditions on Montblanc and Group brand products, employee benefit portals, 30 days annual holiday, regular employee events, and various further training opportunities.
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 «Regional Customer Service Director», «European Service Operations Manager», «Customer Experience Lead», «Service Excellence 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.