- Location
- Gdansk Pomeranian Voivodeship Poland
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Corporate Affairs, Sustainability & CSR
- Industry
- High Jewelry
- Posted
- Nov 3, 2026
About Swarovski
Swarovski began cutting crystal in Wattens, Austria, in 1895. Today its work spans crystal production, jewelry design and retail. The house also supplies crystals to designers working in fashion and couture.
Swarovski is seeking a Global Process Manager, Customer and Client Services, in Gdansk, Poland, to lead process improvement and digitalization across B2C Customer Service and B2B Client Service within its GBS process portfolio. The role shapes and executes the Process Excellence roadmap with global stakeholders, drives end-to-end process transformation and supports digital initiatives, including SAP S/4HANA and ServiceNow. The position offers hybrid and flexible work options.
Role & Responsibilities
- Lead assigned Customer and Client Service process improvement and digitalization initiatives within the GBS process portfolio, focusing on scalable, standardized and measurable outcomes.
- Drive the design, implementation and continuous improvement of selected end-to-end processes across B2C Customer Service, B2B Client Service and B2C Client Service.
- Translate business needs into clear process, system and data requirements in close collaboration with GBS Commercial Operations, Service Management, Digital/IT and other global stakeholders.
- Manage improvement initiatives from assessment and concept definition through requirements, implementation, testing, go-live, training, adoption and benefit tracking.
- Identify opportunities for simplification, standardization, automation and self-service using structured process management methods such as Lean, ESSA and process mapping.
- Ensure consistent process documentation, roles and responsibilities, governance standards, SOPs and control points for assigned processes.
- Define, monitor and improve process KPIs, using data-driven insights to identify bottlenecks, validate improvement opportunities and support decision-making.
- Bridge teams to ensure alignment, execution quality, stakeholder adoption and integration of feedback.
- Provide process and project management expertise to cross-functional GBS and Customer and Client Service transformation initiatives, including SAP S/4HANA, ServiceNow and other relevant digital enablement activities.
Qualifications
- At least 5 years of experience in Process Excellence, Continuous Improvement, Business Transformation, GBS operations or a comparable role.
- Fluent in English.
- Proven experience leading process improvement or transformation initiatives from analysis through implementation, adoption and measurable benefit realization.
- Strong understanding of end-to-end business processes in Customer Service, Client Service, Order-to-Cash or comparable GBS service environments.
- Practical experience with process mapping, process documentation, root-cause analysis, KPI definition and performance improvement.
- Working knowledge of continuous improvement methodologies such as Lean, Six Sigma, ESSA or equivalent; certification is an advantage.
- Ability to translate business requirements into practical process, system and data requirements in cooperation with IT/Digital teams.
- Strong stakeholder management, facilitation and communication skills, with the ability to align global, local, operational and technical stakeholders.
- Structured project management skills and a hands-on mindset to move initiatives from concept to go-live, adoption and benefit tracking.
- Experience with SAP S/4HANA, ServiceNow or comparable ERP/service management platforms; knowledge of automation, workflow or AI-enabled service solutions is an advantage.
- University degree or equivalent professional experience.
Skills
Experience
At least 5 years in Process Excellence, Continuous Improvement, Business Transformation, GBS operations or a comparable role.
Education
University degree or equivalent professional experience.
Workplace
The successful candidate will be located in Gdansk, Pomeranian Voivodeship, Poland.
Explore jobs in Poland.
Benefits
Learning and career development programs; hybrid and flexible work options; global employee assistance program covering mental, physical and emotional health, managerial support, finance and legal matters; paid volunteering leave; exclusive employee discounts on Swarovski products; private medical coverage; life insurance; MyBenefit program; employee social fund; recognition awards.
Culture
Product knowledge is part of the sales role. Advisors explain how cut and color affect a crystal and help clients distinguish the crystal collections from Swarovski Created Diamonds.
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 Swarovski, 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 «Customer and Client Services Process Manager», «Global Process Excellence Manager», «Business Process Improvement Manager», «Customer Service Transformation Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.