Global Process Manager (Customer & Client Services)

At Swarovski, you don’t just join a brand - you help reinvent one of the most iconic names in fashion and design. Here, bold ideas matter, creativity drives change, collaboration is valued, and your work shapes how the world experiences brilliance. If you’re ready to push boundaries, grow your skills, and leave your mark where innovation meets timeless elegance, we’re ready for you.

Our Global Business Services offices based in Poland, Costa Rica and Malaysia, are vibrant workplaces where your expertise makes a global impact. You’ll collaborate across borders, deliver high-quality services, and help shape a people-centered organization.

We’re looking for a Global Process Manager – Customer & Client Services to help shape and execute the Process Excellence roadmap together with GBS Commercial Operations, GPOs, Service Management and Digital/IT. You will join an international, multifunctional process management team focused on defining, implementing and continuously improving processes across the value chain. In this role, you will focus on Customer & Client Service processes across B2C Customer Service, B2B Client Service and B2C Client Service, while ensuring these processes are integrated into the broader GBS process landscape.

About the Job

Your responsibilities include, but are not limited to:

• Lead assigned Customer & Client Service process improvement and digitalization initiatives within the GBS process portfolio, with focus 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, working closely 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 simplification, standardization, automation and self-service opportunities 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 and use data-driven insights to identify bottlenecks, validate improvement opportunities and support decision-making.

• Act as a bridge between teams to ensure alignment, execution quality, stakeholder adoption and feedback integration.

• Provide process and project management expertise to cross-functional GBS and Customer & Client Service transformation initiatives, including SAP S/4HANA, ServiceNow and other digital enablement activities where relevant.

About You

We are looking for a unique and amazing talent, who brings along the following:

• 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

What We Offer
You can expect a range of benefits, including:

• Learning and career development programs to help you grow

• Hybrid and flexible work options to support your work-life balance

• A global employee assistance program offering support in the areas of mental, physical, and emotional health, managerial support as well as finance and legal matters

• Paid volunteering leave to support causes that matter to you

• Exclusive employee discounts on Swarovski products

• Private medical coverage

• Life insurance

• MyBenefit program

• Employee social fund

• Recognition awards

To ensure clarity and fairness, we share salary information via email with candidates invited for interviews.

About Swarovski
Swarovski creates crystal-based products of unique quality and craftsmanship that bring joy and celebrate individuality. Founded in Austria in 1895, we design, manufacture, and sell the world’s finest crystals, gemstones, Swarovski Created Diamonds, zirconia, jewelry, accessories, and home décor.

Sustainability and responsibility are at the heart of our brand, from circular innovation to diversity, inclusion, and the philanthropic work of the Swarovski Foundation. We empower people to express their individuality with confidence and respect, and we believe that different perspectives make us stronger.

Swarovski is an equal opportunity employer. We are committed to fair, inclusive recruitment and to building a workplace where everyone feels they truly belong.

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