Zenith Customer Care & Operations Manager
- Location
- Employment
- Full-Time
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Industry
- Fine Watches & Horology
- Posted
- Apr 30, 2026
About Zenith
Zenith is a Swiss haute horlogerie manufacture renowned for technical excellence and craftsmanship, operating within the Montres & Joaillerie group of LVMH. As part of a global luxury portfolio, the maison combines traditional watchmaking savoir‑faire with rigorous operational standards and an emphasis on client experience.
Zenith — Customer Care & Operations Manager in La Chaux‑de‑Fonds, Switzerland. Lead after‑sales, repairs, parts and customer service operations.
Role & Responsibilities
- Lead and develop the Customer Care HQ team, ensuring responsiveness and a consistently high quality of client interactions.
- Oversee end‑to‑end repair operations from receipt to restitution, coordinating priorities with Atelier, Purchasing, Logistics and Production to optimise throughput and turnaround times.
- Manage logistical interfaces to ensure reliability, on‑time delivery and reduction of lead times for repairs and parts.
- Organise distribution, billing, preparation and shipping of components and accessories with internal and international partners; enforce replacement/exchange policies and pricing rules.
- Define and drive a robust spare‑parts stock policy in collaboration with Supply Chain and international service managers; monitor stock KPIs and implement corrective action plans.
- Anticipate parts demand and steer subcontracting strategy focusing on quality, cost and lead‑time control.
- Establish and track performance targets (quality, timing, cost, customer satisfaction) and deploy continuous improvement practices including root‑cause analysis and standardisation.
- Identify, structure and lead cross‑functional improvement projects; contribute to the global strategy of the Customer Service function.
Qualifications
- Proven managerial experience with a track record of leading customer service or after‑sales teams.
- Solid operational background in repairs/after‑sales, logistics or spare‑parts management within a technical or luxury environment.
- Strong analytical orientation with demonstrated ability to define and monitor KPIs and drive results.
- Excellent cross‑functional collaboration and vendor management skills.
- Demonstrated experience in continuous improvement methodologies and project leadership.
Skills
Experience
Minimum 5 years of progressive operational and managerial experience, preferably in after‑sales service, repairs, spare‑parts or luxury goods operations.
Education
Bachelor's degree or equivalent in business, operations, engineering or a related field; technical/watchmaking or luxury management training is an advantage.
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; onsite healthy local catering; free on‑site fitness classes; additional complementary employee services.
Culture
Zenith blends traditional watchmaking craftsmanship with a forward‑looking operational mindset, fostering a collaborative and excellence‑driven workplace. The maison values technical mastery, attention to client care and employee wellbeing within the broader LVMH ecosystem.
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 «Customer Service & Repairs Manager», «After‑Sales Operations Manager», «Service & Parts Operations Manager», «Client Care Operations 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.