Head of Customer Service – Premium Watch Brand

About The Role

Key Responsibilities

Customer Experience Leadership

• Develop and implement the customer service strategy aligned with the brand's vision and growth objectives.
• Create and maintain a premium customer experience across all communication channels.
• Establish service standards, policies, and procedures that reflect luxury brand expectations.
• Drive customer satisfaction, loyalty, and retention initiatives.

Team Management

• Lead, mentor, and develop the customer service and after-sales support teams.
• Set performance goals, KPIs, and service level standards.
• Foster a customer-centric culture focused on excellence and continuous improvement.

After-Sales Service & Operations

• Oversee warranty claims, watch servicing, repairs, and maintenance processes.
• Ensure timely resolution of customer inquiries and escalated cases.
• Coordinate with service centers, suppliers, and logistics partners to optimize after-sales operations.
• Monitor turnaround times and service quality standards.

Customer Insights & Process Improvement

• Analyze customer feedback, service metrics, and complaint trends.
• Identify opportunities to enhance customer journeys and operational efficiency.
• Implement CRM and customer service technologies to improve service delivery.
• Produce regular reports and recommendations for senior management.

Stakeholder Collaboration

• Work closely with Sales, Retail, Marketing, Operations, and Product teams to ensure a consistent customer experience.
• Support new product launches and customer engagement initiatives.
• Act as the voice of the customer within the organization.

Requirements

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• Bachelor's degree in Business Administration, Customer Experience, Hospitality, or a related field.
• Minimum **8 years of customer service experience**, including **3–5 years in a senior leadership role**.
• Experience in **luxury watches, jewelry, luxury retail, fashion, or premium consumer goods** is highly preferred.
• Strong understanding of after-sales service operations and customer journey management.
• Proven experience managing customer service teams and service performance metrics.
• Proficiency with CRM systems and customer support platforms.
• Excellent communication, leadership, and problem-solving skills.
• Fluency in English; Arabic is a strong advantage.