Zenith Customer Care & Operations Manager
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About Zenith
Zenith is a Swiss haute horlogerie Manufacture recognized for technical excellence and a strong heritage in watchmaking. As part of a major luxury group, the brand combines traditional craftsmanship with modern operational rigor, offering opportunities to work at the intersection of product excellence, service quality and international distribution.
Zenith — La Chaux‑de‑Fonds: Customer Care & Operations Manager to lead client service, repairs and parts strategy.
Role & Responsibilities
- Lead and develop the Customer Care HQ team to ensure responsiveness, quality and a premium client experience.
- Supervise the handling of all customer enquiries and act as the primary interface with Marketing, Product, R&D and Heritage to resolve client issues and protect brand value.
- Manage end‑to‑end repair operations from reception to restitution, optimising flow, priorities and turnaround in coordination with Atelier, Purchasing, Logistics and Production.
- Own logistics interfaces for repairs and parts distribution to maximise reliability and reduce lead times.
- Organise billing, preparation and shipment of components and accessories with internal and international partners; ensure application of replacement/exchange policies and pricing rules.
- Define and pilot spare parts stock policy in collaboration with Supply Chain and international customer service managers; monitor inventory KPIs and implement corrective action plans.
- Set and track clear performance objectives (quality, lead times, cost, client satisfaction) and deploy continuous improvement initiatives including root‑cause analysis and standardisation.
- Initiate, structure and lead cross‑functional projects to improve service performance and contribute to the global Customer Service strategy.
Qualifications
- Proven leadership and people‑management capability with experience motivating operational teams.
- Strong operational background in after‑sales, repairs or service operations within luxury goods or technical products.
- Analytical mindset with a results orientation and demonstrated ability to manage KPIs and supply‑chain trade‑offs.
- Experience managing multi‑stakeholder interfaces (Atelier/Production, Purchasing, Logistics, Product/Marketing).
- Fluent in professional communication and able to represent the service function at senior levels.
Skills
Experience
Minimum 5 years of operational and managerial experience in customer service, after‑sales or repair operations, ideally within watchmaking or another luxury technical industry; demonstrable track record of improving turnaround times, quality and client satisfaction.
Education
Bachelor's degree in Business, Engineering, Supply Chain Management or equivalent; vocational/watchmaking qualifications or technical background appreciated.
Workplace
This position is based in La Chaux-de-Fonds, Neuchâtel, Switzerland, within easy reach of Bern.
Benefits
Health coverage and family benefits under the Convention Collective Horlogère; on‑site healthy/local restaurant; free on‑site sports classes; additional complementary employee benefits.
Culture
Zenith fosters a culture that prizes craftsmanship, technical excellence and meticulous attention to client experience. The workplace emphasizes collaboration between ateliers, product teams and service functions, within a supportive, performance‑driven environment typical of a leading luxury group.
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 Zenith, 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 «Client Care Manager», «After‑Sales Operations Manager», «Service & Repairs Operations Manager», «Customer Service Operations 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.