CX Project Manager

At Swarovski, where innovation meets inspiration, our people desire to explore, experience, and create. We are looking for a CX Project Manager based in Milan where you will get a chance to work in a rewarding role within a diverse team that is pushing boundaries. Be part of a truly iconic global brand, learn and grow with us. We’re bold and inventive, revealing astonishing things like no one else can. A world of wonder awaits you.

About the job

In this role you will report directly to the Customer Engagement & Promo Manager, and your main duties will be the following:

1. Lead program activities and manage effective and timely communication on project progress and results to General Manager, Customer Engagement & Promo Manager, global CX team & global initiative owners as applicable.
2. Translate insights to steer the local projects successfully.
3. Act as main point of contact to Customer Engagement & Promo Manager, global CX team & global initiative owners.
4. Execute project management and ensure high quality deliverables.
5. Support the Customer Engagement & Promo Manager, global CX team & global initiative owners in the preparation of the country roll-out roadmap (e.g., assign responsibilities, refine timelines and actions).
6. Develop and manage a detailed project schedule and pre- & post-go-live work plan.
7. Ensure resource availability and allocation.
8. Coordinate CX activities and monitor implementation progress.
9. Engage and coordinate all local stakeholders to ensure on time delivery.
10. Monitor CX success based on pre-defined KPIs and measure business impact together with Controlling.
11. Track spend against local / global budgets.
12. Manage and inform on issues and risks.
13. Ensure localization of the globally developed strategic concepts by the local experts while adhering to global guidelines.
14. Ensure thorough handover to relevant local owner post anchoring and closure of each initiative.
15. Demonstrate strong stakeholder management & collaboration and agility and growth mindset.

About you

We are looking for a motivated Project Manager, who brings along the following background:

1. Minimum 3-4 years of CRM experience, preferably in the luxury business.
2. Minimum 3-4 years of experience managing cross-functional operational projects.
3. Experience in customer service both online & offline.
4. Excellent communication skills with an ability to summarize complex information for an executive audience.
5. Excellent written and verbal communication skills.
6. Extensive Excel and PowerPoint skills.
7. Knowledge of project management tools.
8. Experience in managing senior stakeholders across different business departments.
9. Strong analytics skills.
10. Problem-solving mindset.
11. Ability to work independently.
12. Strong team work attitude.
13. Fluency in English AND Spanish.

What we offer

You can expect a range of benefits, including:

• Swarovski products discounts
• Employee Assistance Program
• Volunteering leave
• Learning and development programs
• Ticket restaurant

*For this position offer contract for a definite period of time with a possibility of extension.

Masters of Light Since 1895

Swarovski creates beautiful crystal-based products of impeccable quality and craftsmanship that bring joy and celebrate individuality.

Founded in 1895 in Austria, the company designs, manufactures and sells the world's finest crystal, gemstones, Swarovski Created Diamonds and zirconia, jewelry, and accessories, as well as crystal objects and home accessories. Swarovski Crystal Business has a global reach with approximately 2,400 stores and 6,700 points of sales in around 140 countries and employs more than 18,000 people. Together with its sister companies Swarovski Optik (optical devices) and Tyrolit (abrasives), Swarovski Crystal Business forms the Swarovski Group. A responsible relationship with people and the planet is part of Swarovski’s heritage. Today this legacy is rooted in sustainability measures across the value chain, with an emphasis on circular innovation, championing diversity, inclusion and self-expression, and in the philanthropic work of the Swarovski Foundation, which supports charitable organizations bringing positive environmental and social impact.

Swarovski is an equal opportunity employer. We give our people the guts to celebrate individuality and pride ourselves on creating a workplace where people feel involved, respected, valued, connected, and heard. A place where anyone/everyone belongs. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, physical or mental disability, medical condition, pregnancy, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under the law of the countries we operate in.