Head of Customer Service Europe (m/w/d)

Founded in 1906 as a manufacturer of writing instruments, MONTBLANC today creates  exclusive products including watches, jewelry, writing instruments and leather goods which reflect our high demands with respect to culture, quality, design, tradition and craftsmanship. With more than 25 subsidiaries and 600 boutiques MONTBLANC is present all over the world.

What moves you makes us. 
What we create goes beyond conventional luxury. We make products for people who follow their passions, accomplish things and wish to leave a lasting legacy. And we achieve this because we employ people who are just like that, who let their passions merge with ours. If you would like to become part of this, then apply for the position of

Head of Customer Service Europe (m/w/d)

For our HQ in Hamburg, full-time starting October 01, 2026

„ This is more than a leadership position; it's an invitation to ignite passion for service, foster innovation, and drive a unified vision for customer delight across our European operations. If you are a dynamic leader with a proven track record of empowering teams and crafting seamless, memorable customer journeys on a grand scale, your next chapter begins here.” - Anne, Director International Customer Service

Indulge your passion…

• by taking overall responsibility for Customer Service Europe, including the Technical Center with a team of approximately 30 FTEs (logistic , administration, watchmaker, technicians for writing Instruments) and driving operational excellence
• by driving E2E performance in order to reach best in class customer service experience, while optimizing operating costs
• by coordinating all processes between Customer Service, Logistics, technical departments, and administration
• by analyzing, optimizing, and continuously improving internal processes
• by managing cross-functional projects and initiating improvement measures
• by collaborating closely with internal interfaces and international markets
• by supporting the development and implementation of systems and tools (e.g., SAP, workforce solutions)
• by preparing analyses, reports, and decision-making materials for management
• by taking disciplinary and functional leadership of the team, and developing and motivating employees by identifying team training needs and designing and implementing appropriate measures
   

You’ll have …

• a completed degree or comparable qualification in a business or technical field
• minimum 15 years of professional and leadership experience in customer service, repair center, or a comparable environment and managing large teams
• experience in an international environment and lean manufacturing and working with different markets
• a strong mindset and proven record in continuous improvement
• confident in using common IT systems (e.g. SAP, MS Office)
• strong communication and leadership skills
• analytical thinking as well as a structured and solution-oriented way of working
• very good German and English skills, both written and spoken

In a culture that…

• has combined tradition with a pioneering spirit for over 100 years
• extends its innovative approach far beyond product development
• brings together individuality, enthusiasm and the joy of creativity
• is cosmopolitan, vibrant and diverse
• invites you to go above and beyond as part of a team
• is willing to allow you to develop it, shape it and leave your mark on it

In return, you’ll get…

• an international environment and good development opportunities
• flexible working hours
• an attractive company pension scheme
• site services such as: canteen, on-site café and laundry service
• company sports and other health programs
• discounted Urban Sports membership
• a subsidized ticket for local public transport (HVV-ProfiTicket)
• an employee car park and free charging stations for electric vehicles
• German company bike and a secure bicycle parking area
• special conditions on Montblanc products and products from other Group brands
• employee benefit portals
• 30 days holiday
• regular events for employees
• various further training opportunities

Short: Indulge your passions based on your talents and abilities in an inspiring and diverse culture that is characterised by employee recognition and support. Experience all this with us.

We look forward to receiving your application and to meeting you! The HR team