Luca Manes

Senior Vice President, Global Customer Experience & Omnichannel Management

Professional Overview
Luca Manes is a seasoned retail and e-commerce executive with over 20 years of experience driving exceptional customer experiences and leading omnichannel transformation initiatives. As the Senior Vice President of Global Customer Experience & Omnichannel Management at SWAROVSKI, he is responsible for shaping the brand's customer-centric strategy and seamlessly integrating digital and physical touchpoints to deliver a world-class omnichannel experience.

Experience Summary

Current Role
As the SVP of Global Customer Experience & Omnichannel Management at SWAROVSKI, Luca oversees the company's global customer experience strategy, spanning retail, e-commerce, and digital channels. He is responsible for driving customer-centric innovation, enhancing the brand's digital capabilities, and optimizing the end-to-end customer journey. Under his leadership, SWAROVSKI has successfully implemented a unified, data-driven approach to customer experience management, resulting in increased customer satisfaction, brand loyalty, and revenue growth.

Career Progression
Prior to his current role, Luca held various leadership positions within the SWAROVSKI organization, including General Manager for Central Eastern Europe, Nordics, and Africa, as well as a Board Director for Local Sales Subsidiaries. He also brings valuable experience from his time at Swatch Ltd., where he served as the Regional Retail Manager for EMEA and the Sales Retail Manager for the International division.

Throughout his career, Luca has demonstrated a strong track record of driving operational excellence, leading cross-functional teams, and implementing strategic initiatives that have significantly impacted business performance and customer engagement.

Academic Background
Luca holds a Bachelor's degree in Business Administration from the University of Zurich, Switzerland, where he specialized in Marketing and International Management.

Areas of Expertise

• Omnichannel strategy and execution

• Customer experience design and optimization

• Digital transformation and e-commerce

• Retail operations and performance management

• International business development and expansion

• Cross-functional team leadership and collaboration

Professional Impact
During his tenure at SWAROVSKI, Luca has been instrumental in spearheading the company's omnichannel transformation, integrating its physical and digital customer touchpoints to create a seamless and personalized experience. Under his leadership, SWAROVSKI has seen a significant increase in customer satisfaction, a 20% improvement in online conversion rates, and a 15% growth in e-commerce revenue.

Luca's expertise in driving customer-centric innovation and his ability to bridge the gap between physical and digital retail have made him a sought-after speaker and thought leader in the industry. He has been recognized for his contributions to the retail and e-commerce sectors, receiving several industry awards and accolades.

Conclusion
With his extensive experience, strategic vision, and proven track record of delivering transformative results, Luca Manes is a highly respected retail and e-commerce leader. In his current role at SWAROVSKI, he continues to push the boundaries of customer experience and omnichannel excellence, positioning the brand for long-term growth and success in the rapidly evolving retail landscape.