Team Lead Guest Relations - Schaffhausen, Schweiz - IWC

IWC

Geprüftes Unternehmen

Schaffhausen, Schweiz

vor 4 Wochen

Geschrieben von:

Lena Schneider

beBee Recruiter

Beschreibung

Reference Code: 94167
Team Lead Guest Relations (M/F/x - 100%):

Schaffhausen, SH, CH
PermanentOur strength lies not in our similarities but in revealing the exceptional diversity of our cultures and colleagues. We leverage the advantage of being a global company with an international workforce. We employ the best experts who we trust to make informed decisions, who dare to implement their ideas and who take ownership of their actions.

No matter where you are from, what you believe in, what age you are, who you love, or if you are disabled:
In the end, together we always make it happen

For our Guest Relations Team at our headquarters in Schaffhausen we are looking for a

TEAM LEAD

GUEST RELATIONS (M/W/X - 100%)
In this role you are responsible for the Guest Relations Team within Marketing and Communications, ensuring smooth operations of the manufacture center-, museum
- and virtual-tours. Managing all projects and the strategy within the team, you guarantee the highest level of service through all touch points for our international guests. Thus, making a significant contribution to team development and sales of our watches.

Start:
October 2023 or upon agreement

Duration:
Permanent

KEY RESPONSIBILITIES:

Guest management of IWC tours

To maintain a seamless guest experience journey through the offerings in Schaffhausen to provide a platform for sales, whilst constantly seeking further development and enhancement to enrich the guest journey
Manage guest feedback to ensure best service offerings to our guests and to identify areas for improvement
Management of all data collection and reporting within the team, including the monthly cockpit reports for top management
Management of all digital platforms regarding Guest Relations, including exploring new technologies, development within the virtual tours and implementation of a potential new booking experience
Overseeing, and occasionally participating, operations and administration of our guest tours, whilst also building cross departmental relationships to ensure the highest level of service for our guests

Ambassador Coaching and Training Program

Ensure smooth operation of the 9month onboarding coaching program for new Ambassadors
Provide Ambassadors with the necessary coaching and training to ensure they are delivering tours at the highest level and achieving sales objectives
Annual management of the Ambassador Booklet and any other updates throughout the year, if required
Coordination of monthly invoices and attendance of the monthly team meetings

Other key responsibilities include

Leading the Engineering Excellence Project, which includes supporting the local markets with their local watchmaking classes and events
Independent management of the Guest Relations budget with a proactive approach and monthly tracking, phasing and planning
Leadership of a team consisting of 2 office positions (100%), 9 Ambassador positions (10%) and 1 Watchmaker (10%)
Management of the biannual Corporate Communication Team events

YOUR PROFILE:

Customer centric mindset with both hospitality and administrative background
Proactive, agile, and able to work independently with confidence, keeping management updated on a regular basis
Innovative and entrepreneurial nature, coupled with openmindedness and solutionorientation
Previous experience in a managerial function
Strong Microsoft-Office skills, previous experience in SAP and Salesforce is an advantage
Excellent language skills in German and English

WE OFFER:

IWC offers a challenging working environment: the company's roots are in Switzerland, but it is a successful international player. We maintain our tradition, yet we are always on the lookout for innovations and ways to improve. Change management, education, further training and personal development are therefore of key importance for our long-term success.