Swatch Customer Care Team Lead (Corporate)
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- Posted
- Apr 17, 2026
About Swatch
Swatch Group is a preeminent Swiss watch manufacturing group comprising a portfolio of 16 watch brands that span the full spectrum of the market, from accessible designs to haute horlogerie. The Group combines traditional craftsmanship with advanced micro-mechanical and electronic innovation, and maintains an extensive global retail and multi-brand distribution network.
Swatch — Miami, FL — Customer Care Team Lead (Corporate). Lead corporate customer service for Swatch Group in Miami.
Role & Responsibilities
- Lead, coach and develop a corporate customer care team to deliver timely, accurate and brand-appropriate responses to client enquiries and escalations.
- Manage daily operations of the customer care function, including staffing, scheduling and workload allocation to meet SLAs and peak-volume demands.
- Own escalation handling for complex technical, warranty and after-sales issues; coordinate remediation with technical, service and retail teams.
- Define, track and report on customer service KPIs (response time, resolution rate, CSAT) and use metrics to drive continuous improvement.
- Implement and maintain quality assurance, scripting and knowledge-base materials to ensure consistent, brand-aligned communications.
- Collaborate cross-functionally with sales, retail, logistics and product teams to resolve systemic issues and improve the customer journey.
- Drive process improvements, participate in tool selection and oversee CRM data hygiene and case management best practices.
Qualifications
- Proven leadership experience managing a customer service or support team in a corporate environment.
- Strong knowledge of customer service metrics, escalation processes and quality assurance methodologies.
- Experience resolving product-technical and warranty issues; familiarity with after-sales operations preferred.
- Excellent verbal and written communication skills with the ability to represent luxury brand standards.
- Ability to work cross-functionally with technical, retail and logistics stakeholders to deliver solutions.
Skills
Experience
Typically 3+ years in customer service or after-sales roles with at least 1 year in a supervisory or team lead capacity; experience in watches, luxury goods or technical product support is strongly preferred.
Education
Bachelor’s degree or equivalent professional experience preferred.
Workplace
The role is situated in Miami, Florida, USA.
Culture
Swatch Group combines Swiss horological craftsmanship with a culture of technological innovation and entrepreneurial spirit. The work environment emphasizes cross-brand collaboration, attention to detail and a commitment to quality in both product and service.
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 Swatch, 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 Service Team Lead», «Customer Support Supervisor», «Client Care Team Lead», «Customer Experience Lead», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.