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Head of Customer Care mfd

Head of Customer Care mfd

Westwing Group SEMunich, Bavaria, Germany
Vor 13 Tagen
Stellenbeschreibung

JOIN OUR TEAM

As Head of Customer Care you will lead our global Customer Care team shaping and enhancing our service strategy to deliver an exceptional experience for our designloving customers who expect nothing less than excellence at every touchpoint. With the opportunity to make a huge impact you will drive the development of customercentric and scalable processes foster a culture of customer obsession and ensure that every interaction reflects our commitment to premium service. This position is unlimited and located in Munich .

WHAT YOULL DO

  • define and implement a Customer Care strategy that aligns with our premium brand enhances customer satisfaction and ensures seamless customer interactions across all communication channels
  • deeply understand our customers their needs expectations and behaviours to drive customercentric decisions and enhance their experience
  • lead and develop our global Customer Care team of ca. 60 internal team members by building and mentoring a highperforming customerfocused team across different regions while fostering a culture of service excellence
  • manage and further develop external service providers ensuring seamless collaboration with front office agents to maintain highquality customer support and operational efficiency; pick the right partners and negotiate terms and conditions
  • enhance reporting analyse customer feedback and key service KPIs to identify trends and drive continuous improvements
  • together with the Tech teams stay ahead of industry trends and build scalable service processes tools and systems with the use of AI to address customers needs improve efficiency and effectiveness and elevate the customer experience
  • drive and support the rapid expansion into new countries

YOU COME WITH

  • extensive experience in a senior Customer Care leadership role ideally in a global setting paired with strong leadership and team development skills and the ability to motivate large teams
  • passion for customer satisfaction with a high level of empathy and the ability to turn dissatisfied customers into promoters
  • proven ability to level up service processes implement scalable solutions and drive operational efficiency combined with excellent problemsolving skills and the ability to drive change in a fastpaced dynamic environment
  • strong stakeholder management skills for internal and external stakeholders with the ability to act as the voice of the customer manage escalations and influence leadership to drive operational excellence
  • strong analytical mindset with experience in tracking and improving key customer service KPIs coupled with a deep understanding of Customer Care best practices to stay bestinclass
  • experience with customer service technologies and platforms (e.g. Zendesk AI chatbots support ticketing systems)
  • fluency in German and English with excellent communication skills; additional languages are a plus

    • WHY WESTWING

    Aside from our awesome team and shared purpose we offer a variety of additional benefits. Come work with us and get :

  • an inspiring international informal and nonpolitical environment for you to take ownership and grow your career
  • a unique culture based on trust support and collaboration where we foster open communication with our biweekly Company AllHands feedback channels like Officevibe and regular Q&A sessions
  • flexible working mode : roughly 60 remote 40 inoffice working policy
  • up to 4 weeks temporary workfromanywhere per year
  • 30 days of paid vacation per year
  • a beautiful centrally located and dogfriendly office with free beverages cafeteria with different lunch options open spaces and sunny terrace
  • 40 off Westwing Collection in our shop 25 off all thirdparty brands 10 family & friends voucher Westwing Vouchers for special occasions
  • regular and legendary company and team events like Movie Nights Oktoberfest Summer Parties and more
  • health and wellbeing offerings including sports membership mental health support and coaching vaccinations skin checkups and more
  • discounted green mobility options with public transport or JobRad
  • company daycare Westwing Wichtel next to our HQ office and cooperation with Elly & Stoffl a multilingual daycare with several locations in Munich
  • subsidized company pension scheme
  • Social Impact Day p.a. to use for doing good for environment and / or society

    • ABOUT US

    Westwing Europes #1 in Beautiful Living ecommerce is present in 13 European countries and achieved a GMV (Gross Merchandise Volume) of EUR 497 million in 2024. As Europes premium onestop destination for Design Lovers it offers a unique brand experience with a carefully curated assortment of the Westwing Collection and 3rd party design brands. The integrated platform combines Shop Daily Specials Stores the B2B Service (Westwing Business) and the Westwing Design Service. Westwings team works together on its shared purpose to Excite people to create homes that unlock the full beauty of life. Founded in 2011 Westwing is headquartered in Munich and went public on the Frankfurt Stock Exchange in October 2018.

    Our team is a diverse group of professionals aiming for high performance working together at a fast pace in an inspiring international and informal environment that enables you to grow your career while working with a brand and products our customers love. Were made up of passionate people who are creative enough to disrupt the status quo brave enough to fail and smart enough to win. So come be part of the wow you work at Westwing crowd.

    Diversity is deeply rooted in our culture. Our mission doesnt stop to inspire only your design choices it continues to embrace an inclusive lifestyle filled with respect to everyones uniqueness cultural differences and equal opportunity.

    Department

    Customer Care

    Required Experience :

    Director

    Key Skills

    Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

    Employment Type : Full-Time

    Experience : years

    Vacancy : 1