Michael Smith
Chief Customer Officer | Customer Operations & Service Excellence | International Executive MBA
Zürich, Switzerland
Chief Customer Officer at Viseca, responsible for Operations Management (1st and 2nd Level), Operations Risk Management, Business Analytics, and Operations Excellence. Prior to this, spent over 14 years at Digitec Galaxus AG, scaling from frontline customer care to Head of Customer Service with full operative, strategic, and financial responsibility over 400 employees across five international locations. Holds an International Executive MBA from ZHAW School of Management and Law and a Federal Diploma in Leadership and Management.
Professional Experience
May 2025
Chief Customer Officer
Viseca
Executive responsibility across all customer operations functions at Viseca.
- Accountable for Operations Management 1st Level
- Accountable for Operations Management 2nd Level & Back Office
- Accountable for Operations Risk Management
- Accountable for Business Analytics
- Accountable for Operations Excellence
Oct 2022 – Apr 2025
Customer Service Director, member of the executive board
Fuchs-Movesa AG
Executive board member with full customer service directorship at Fuchs-Movesa AG.
- Executive board member with full customer service directorship at Fuchs-Movesa AG
Feb 2013 – Aug 2022
Head of Customer Service
Digitec Galaxus AG
Full operative, strategic, and financial leadership of the customer service department across five international locations.
- Led 4 departments with 25 functions spread over 400 employees
- Operative, strategic, and financial responsibility over the entire customer service department
- Responsible for five international customer service locations
- Project manager for customer service solutions, including negotiations and implementation of software solutions
- Company representation before justices of the peace
- Created and optimized existing and new processes across departments
Jan 2011 – Feb 2013
Manager E-Services
Digitec Galaxus AG
Management of three customer-facing teams totalling 30 employees.
- Responsible for 3 teams with 30 employees: e-mail support, customer care, and back office
- Full personnel, professional, and administrative leadership across all three teams
Mar 2010 – Jan 2011
Team Leader E-Mail Services
Digitec Galaxus AG
Personnel and operational leadership of the e-mail services team.
- Personnel, professional, and administrative leadership of 9 employees
- Ensured defined KPIs, productivities, and SLAs were met
- Enforced and monitored compliance with company guidelines
- Constant optimization of team processes
- Personnel planning on a monthly and daily basis
- Handling of highly demanding customer escalation cases
Aug 2008 – Mar 2010
Customer Care Professional
Digitec Galaxus AG
Specialist handling of complex customer cases, returns, and high-value goodwill decisions.
- Processing of cancellations and returns
- Solving and de-escalating customer escalation cases
- Budget authority for high-value goodwill decisions for customers
- Providing custom-tailored solutions to achieve customer satisfaction
- Regularly worked on Saturdays to support retail stores
Apr 2008 – Aug 2008
Customer Service Representative
Digitec Galaxus AG
Frontline customer service for electronics retail.
- Consultation on electronic products
- Creating and editing customer orders
- Providing information on delivery dates
- After-sales support
- Resolving customer complaints
Apr 2005 – Dec 2007
Game Master
Blizzard Entertainment
1st-level customer support via live chat ticketing system.
- Solving 1st-level customer cases
- Working via live chat ticketing system
May 2025
Chief Customer Officer
Viseca
Executive responsibility across all customer operations functions at Viseca.
- Accountable for Operations Management 1st Level
- Accountable for Operations Management 2nd Level & Back Office
- Accountable for Operations Risk Management
- Accountable for Business Analytics
- Accountable for Operations Excellence
Oct 2022 – Apr 2025
Customer Service Director, member of the executive board
Fuchs-Movesa AG
Executive board member with full customer service directorship at Fuchs-Movesa AG.
- Executive board member with full customer service directorship at Fuchs-Movesa AG
Feb 2013 – Aug 2022
Head of Customer Service
Digitec Galaxus AG
Full operative, strategic, and financial leadership of the customer service department across five international locations.
- Led 4 departments with 25 functions spread over 400 employees
- Operative, strategic, and financial responsibility over the entire customer service department
- Responsible for five international customer service locations
- Project manager for customer service solutions, including negotiations and implementation of software solutions
- Company representation before justices of the peace
- Created and optimized existing and new processes across departments
Jan 2011 – Feb 2013
Manager E-Services
Digitec Galaxus AG
Management of three customer-facing teams totalling 30 employees.
- Responsible for 3 teams with 30 employees: e-mail support, customer care, and back office
- Full personnel, professional, and administrative leadership across all three teams
Mar 2010 – Jan 2011
Team Leader E-Mail Services
Digitec Galaxus AG
Personnel and operational leadership of the e-mail services team.
- Personnel, professional, and administrative leadership of 9 employees
- Ensured defined KPIs, productivities, and SLAs were met
- Enforced and monitored compliance with company guidelines
- Constant optimization of team processes
- Personnel planning on a monthly and daily basis
- Handling of highly demanding customer escalation cases
Aug 2008 – Mar 2010
Customer Care Professional
Digitec Galaxus AG
Specialist handling of complex customer cases, returns, and high-value goodwill decisions.
- Processing of cancellations and returns
- Solving and de-escalating customer escalation cases
- Budget authority for high-value goodwill decisions for customers
- Providing custom-tailored solutions to achieve customer satisfaction
- Regularly worked on Saturdays to support retail stores
Apr 2008 – Aug 2008
Customer Service Representative
Digitec Galaxus AG
Frontline customer service for electronics retail.
- Consultation on electronic products
- Creating and editing customer orders
- Providing information on delivery dates
- After-sales support
- Resolving customer complaints
Apr 2005 – Dec 2007
Game Master
Blizzard Entertainment
1st-level customer support via live chat ticketing system.
- Solving 1st-level customer cases
- Working via live chat ticketing system
Education
International Executive MBA · in General Management
Jan 2016 – Jan 2018ZHAW School of Management and Law
Switzerland · Advanced General Management
Specialist in Leadership and Management with Federal Diploma of Professional Education and Training in Management & Leadership · in Leadership & Management
Jan 2012 – Jan 2015Schweizerische Vereinigung für Führungsausbildung (SVF)
Switzerland · First obtained the Leadership & Management certificate to qualify for the specialist diploma