A leading, internationally active company in the field of optical and medical technology solutions is looking for a committed individual to join the team as soon as possible. As Project Manager Customer Care (m / f / d) , you will be the driving force behind the design and optimization of our international after-sales processes in the demanding direct-to-consumer (D2C) environment, particularly in the future-oriented field of vision correction lenses for extended reality (XR).
Here's what we offer
- Attractive salary and long-term job security through group affiliation
- Up to 30 days vacation per year
- Contribution to company pension scheme after end of probationary period
- Extensive social benefits, including Christmas and vacation bonuses
- Reimbursement of travel expenses
- As a rule, a permanent employment contract
- Good chances of being taken on by our business partners
- Tailored further training opportunities and free language courses
- A wide range of employee benefits
Your tasks
Project management : Conception, control and end-to-end management of international D2C after-sales projects from initiation to successful implementation.Process development : Development of robust and customer-oriented processes for remorse returns, warranty cases, product inspections and procedures for investigating customer non-adaptation and remote troubleshooting.Operating model design : Designing and building future-proof target operating models. This includes conducting footprint analysis for D2C Customer Support and Care Centers, analyzing locations for physical product inspection and in-house versus outsourcing analysis.Integration : Ensuring end-to-end process integration for the Replacement Order Flow across all relevant systems.Decision making : Creating and presenting management decision papers and leading meetings to approve processes, IT infrastructure investments, organizational setup and customer policies.Your profile
Qualifications : Completed Master's degree in Business Administration, Supply Chain Management or a comparable relevant field of study.Professional experience : At least 5 years of relevant professional experience.D2C expertise : Proven experience in business development and project management, especially in the D2C consumer goods sector and its specific customer service and after-sales processes.Communication : Excellent communication skills to work confidently with demanding external and internal stakeholders as well as senior management.Methodology : Strong analytical and problem solving skills.Resilience : High resistance to stress and adaptability to dynamic environments and rapidly changing priorities.Language skills : Fluency in English (written and spoken) is mandatory. Additional language skills are a plus.