Head of customer service Jobs in Gräfelfing

Your Role

Disciplinary and professional management of 6 to 13 employees in accordance with our management principles we understand this mean that you lead, motivate, manage and develop employees. You will also act as Hiring Manager within the recruiting process at Zeiss, in which you will accompany all recruiting steps from the job advertisement to the possible hiring of a candidate

You are responsible for the allocation of your internal as well as external employees according to the requirements and their priorities

You ensure the operation of the S2C applications in your area. This includes ensuring support quality and adherence to service level agreements

When it comes to security, you ensure that all new requirements comply with the currently applicable security standards. If there are changes to the security standards, you take care of the review of existing implementations

In the Digital Experience and Customer Relationship Management Platforms area, you will be involved in the further development of the strategy and will subsequently be responsible for implementing it in your area

In the area of Digital Experience and Service to Customer (S2C) Platforms you are involved in the further development of the CRM Service strategy and you are subsequently responsible for implementing it in your area

You are responsible for stakeholder management for your area by acting as an interface between CIT, the internal specialist departments and the business groups

In a continuous process, you will further develop the solution portfolio of your area of responsibility. This includes topics such as operational excellence of the applications for which the organization is responsible, product compliance management and health & safety management, taking into account changing IT trends. This area of responsibility also includes the continuous development of the service and the sustainable solution of problems beyond the team boundaries

You will also work on selected topics as an CRM Service Solution Consultant in project and daily operations

Your Profile

Successfully completed studies in computer science, business informatics or industrial engineering

High level of leadership skills

Social and communication skills

Servant-Leader mentality with the aim of developing and supporting teams

Extensive professional experience in a comparable position as well as already accumulated experience in application management in a CRM Service platform environment

Experience in analyzing business processes and formulating and translating functional requirements into technical solutions

End-to-end process consulting in the CRM Service area, ideally also with S / 4 HANA S2C

Comprehensive understanding of IT architecture and processes

Knowledge and experience in international project management

Good intercultural competence

Business fluent in English and good knowledge of German

Analytical and structural thinking

High customer, quality and results orientation

Moderation, organizational and negotiation skills as well as assertiveness

Creative way of thinking when solving problems

Solution-oriented thinking and working

You can create new solution patterns or combine known solution patterns

Your ZEISS Recruiting Team :

Björn Fabian Scheben