<div class="show-more-less-html__markup show-more-less-html__markup--clamp-after-5 relative overflow-hidden"> <p><strong>If you’ve worn a pair of glasses, we’ve already met.</strong></p><p><br/></p><p>We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over <strong>150 countries</strong> access to a global platform of high-quality vision care products (such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions), iconic brands that consumers love (such as Ray-Ban, Oakley, Persol, Oliver Peoples, Vogue Eyewear and Costa), as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences (such as Sunglass Hut, LensCrafters, Salmoiraghi &amp; Viganò and the GrandVision network), and leading e-commerce platforms.</p><p><br/></p><p>Join our global community of over <strong>190,000 dedicated employees</strong> around the world in driving the transformation of the eyewear and eyecare industry.</p><p><u>Discover more by following us on LinkedIn!</u></p><p><br/></p><p><strong>Your #FutureInSight with EssilorLuxottica</strong></p><p>Are you willing to pioneer new frontiers, foster inclusivity and collaboration, embrace agility, ignite passion, and make a positive impact on the world? Join us in redefining the boundaries of what’s possible!</p><p><br/></p><p>The VisilabGroup, as part of the globally operating company EssilorLuxottica, is the No. 1 optician in Switzerland with the brands Visilab, Kochoptik, McOptic, and Linsenmax, and 170 stores.</p><p><br/></p><p>We are offering you the opportunity to join our <strong>Customer Service</strong> department as :</p><p><br/></p><p><strong>Customer Service Manager _Permanent contract_100 %</strong></p><p><br/></p><p>We are looking for an experienced and customer-focused <strong>Customer Service Manager</strong> to lead our customer support function and drive excellence across the entire customer journey.</p><p>This is a key leadership role for someone who combines <strong>people management, operational excellence, and customer experience expertise</strong> to deliver high-quality service and continuous</p><p>improvement.</p><p><br/></p><p><strong>Your Mission</strong></p><p>As Customer Service Manager, you will ensure the consistent delivery of <strong>best-in-class customer support</strong>, while developing team capabilities, optimizing processes, and strengthening customer satisfaction and loyalty.</p><p><br/></p><p><strong>Key Responsibilities</strong></p><p><br/></p><p><strong>Team Leadership &amp; Development</strong></p><p><br/></p><ul><li>Lead, coach, and develop a high-performing customer service team</li><li>Foster a strong customer-centric and performance-driven culture</li><li>Support recruitment, onboarding, and continuous development</li></ul><p><br/></p><p><strong>Operations &amp; Service Delivery</strong></p><p><br/></p><ul><li>Oversee daily operations and ticket management activities</li><li>Ensure service levels (SLAs) are met with high-quality standards</li><li>Manage workforce planning and resource allocation</li></ul><p><br/></p><p><strong>Performance &amp; Reporting</strong></p><p><br/></p><ul><li>Monitor KPIs (CSAT, NPS, response time, resolution time, etc.)</li><li>Drive performance improvements aligned with business objectives</li><li>Provide clear reporting and actionable insights</li></ul><p><br/></p><p><strong>Continuous Improvement &amp; Process Excellence</strong></p><p><br/></p><ul><li>Define and improve customer service processes and policies</li><li>Identify opportunities to increase efficiency and service quality</li><li>Lead transformation and optimization initiatives</li></ul><p><br/></p><p><strong>Escalation Management</strong></p><p><br/></p><ul><li>Handle complex customer issues and ensure effective resolution</li><li>Identify root causes and prevent recurring issues</li></ul><p><br/></p><p><strong>Cross-functional Collaboration</strong></p><p><br/></p><ul><li>Partner with Sales, Product, Marketing, and Operations</li><li>Act as the voice of the customer internally</li><li>Contribute to enhancing the end-to-end customer experience</li></ul><p><br/></p><p><strong>Data &amp; Insights</strong></p><p><br/></p><ul><li>Analyze customer feedback and operational trends</li><li>Translate insights into actionable improvements</li></ul><p><br/></p><p><strong>Compliance &amp; Quality</strong></p><p><br/></p><ul><li>Ensure adherence to internal policies and regulatory requirements</li><li>Maintain high standards of quality and consistency</li></ul><p><br/></p><p><strong>Your Profile</strong></p><p><br/></p><ul><li>5–8+ years in Customer Service / Customer Experience</li><li>Proven experience in a <strong>leadership or managerial role</strong></li><li>Strong expertise in <strong>team management, KPIs, and process improvement</strong></li><li>Customer-first mindset with strong analytical skills</li><li>Excellent communication and stakeholder management abilities</li><li>Experience with tools such as <strong>Zendesk, Salesforce, or similar</strong></li><li>Strong professional proficiency in French and German (minimum B2/C1 level) is mandatory, together with a good level of English.</li></ul><p><br/></p><p><strong>What’s in it for you</strong></p><p><br/></p><p>In EssilorLuxottica, you are not defined just by your job title. Each career adventure is unique but have a glimpse of the benefits and perks you can have by choosing us.</p><p><br/></p><p>• An experience in a dynamic and innovative retail environment.</p><p>• The opportunity to work on real business challenges and contribute to impactful projects.</p><p>• A fast-changing environment where flexibility and adaptability are key.</p><p>• Exposure to different departments and cross-functional collaboration, providing a well- rounded experience.</p><p><br/></p><p><strong>Interested ?</strong></p><p><br/></p><p>Please send us your complete application (letter of motivation, CV, references etc.) electronically.</p><p><br/></p><p><strong>Our Diversity, Equity and Inclusion commitment </strong></p><p><br/></p><p>We are committed to creating an inclusive environment for all employees. We celebrate diversity and provide equal opportunities to all, regardless of race, gender, ethnicity, religion, disability, sexual orientation, or any other characteristic that makes us unique.</p> </div>