Cluster Manager Customer Support

CLUSTER MANAGER CUSTOMER EXPERIENCE
(please scroll down for the German version)

Location: Ratingen (near Dusseldorf), Germany
Employment Type: Full-time

Would you like to work in an international environment where you will make a difference every day? We are looking for game-changers to join us as we innovate for individuals and develop the world’s most advanced assistive solutions.

At Permobil, the people who use our products come first. Our purpose is to create advanced assistive solutions that make the lives of adults and children living with disabilities more enriching. Our people are passionate about pushing the boundaries of technology to deliver innovations that improve lives. We are a sustainable and responsible business committed to continuous improvement, and our customers can trust us to provide market-leading solutions driven by insights-based clinical data.

We are on a digitalization journey with a brand-new ERP system and a fresh storefront about to launch. Permobil will be in the forefront of the industry in giving our customers unmatched possibility to serve users with not only speed but interactive ordering.

Position Overview

The Cluster Manager Customer Experience is a hands-on, tech-savvy leader responsible for driving high-performing customer experience operations across the cluster. This role combines strong people leadership with a clear focus on digitalization, AI, and automation to improve customer satisfaction, efficiency, and speed. The Cluster Manager leads change, translates new ways of working into daily operations, and ensures service excellence through strong performance management, continuous improvement, and close collaboration with stakeholders.

Key Responsibilities:

• Be accountable for the daily operations of the Customer Experience organization within the cluster, providing visible leadership and ensuring the right capabilities are in the right roles,
• Lead, coach, and develop team members to drive engagement, performance, and continuous development,
• Drive customer satisfaction with a clear focus on achieving and exceeding an NPS >50 target,
• Initiate, drive, and implement improvements and change initiatives within the Customer Experience area,
• Lead continuous improvement initiatives through digitalization, AI, and automation to enhance customer experience and team efficiency,
• Monitor, analyze, and report performance against agreed targets using dashboards and performance metrics,
• Act as the primary escalation point for customer complaints and critical service issues.

Qualifications & Skills:

• Experience in managing or leading people, preferably Customer Experience teams (Medtech industry experience meriting),
• Experience in change management (ideally in an international company),
• Strong organizational skills and ability to drive change,
• Excellent verbal and written communication skills in German and English (additional languages would be an advantage),
• Good IT-skills, - experience from D365 together with AI implementations would be an advantage,
• Ability to structure and prioritize work in a complex and international environment with various stakeholders.

Who are you?

You are a results-oriented and commercially minded professional who sees opportunities and turns them into action. Self-driven and highly motivated, you take ownership, stay focused on outcomes, and thrive in a fast-paced environment. You have a genuine passion for customers and consistently strive to deliver outstanding service, while remaining flexible and resilient when managing periods of fluctuating workload.

Why is Permobil the next step for you?

• You’ll make a difference. Every day.
  Everything we do leads to understanding and improving the lives of our users. Through our evidence-based innovation, we make a difference to people’s lives.
• You’ll make your mark as part of our future.
  We collaborate with colleagues across borders to Innovate for Individuals. The impact you make personally could lead change around the world.
• You’ll feel welcome from day one.
  We’re known for being great colleagues, who are collaborative, fun and at the cutting-edge. Everyone at Permobil cares as much as you do about making a positive difference.