Customer Service Quality & Projects Manager

Job Description

About your tasks:

• Responsibility for monitoring, analyzing, and reporting relevant data and KPIs to ensure transparent and efficient operations
• Planning, setting up, and managing projects, including coordinating initiatives and tracking results
• Analyzing, optimizing, and continuously improving existing processes to create sustainable and efficient workflows
• Ensuring and continuously enhancing structured and transparent documentation processes, including reporting
• Managing and developing external partners, including performance management, regular reviews, and ensuring defined quality and service levels
• Collaborating closely with relevant stakeholders to identify optimization opportunities and implement measures to improve quality and efficiency — particularly in the context of working with external partners

Qualifications

About you:

• Successfully completed university degree (mandatory requirement)
• At least 5 years of relevant professional experience, ideally in the field of Customer Success (CS)
• Experience in KPI-driven project management
• Very good knowledge of Microsoft Excel and PowerPoint
• Hands-on experience working with CRM systems
• Strong data-driven mindset and confidence in working with KPIs and data-based analyses
• Business fluent in English and/or German, both written and spoken

Additional Information

About your benefits: 
To best support you with your individual needs—whether it's leading a healthy life, having enough time for yourself, or developing your skills—we offer a wide range of location-specific benefits: 

 

• Travel Allowance: Not all employees live close to our office. Therefore, we support your daily commute with a travel allowance. This compensation is in addition to your salary. 
• Vacation: We offer 28 vacation days and an annual vacation bonus (8% of your annual gross salary) in addition to your salary. 
• Company Pension Plan: Your future is important to us, which is why we offer you an excellent and contribution-free company pension plan. 
• Employee Discounts: Several times a year, we offer discounted employee sales directly on-site, as well as a 10% discount on our online selection. 
• Development: Grow! We support and promote your personal development through various internal and external training programs. 
• Redcare Events: We foster team building through creative team events and celebrate our successes together at regularly held parties. 
• Sports: We have our own fitness room that you can use during your break or before/after work. Additionally, during your breaks, you can enjoy the cozy relaxation room, table tennis, or foosball. 
• Mental health: Get quick professional help from psychologists from nilo if you feel overwhelmed in your personal or professional life. Anonymously and free of charge.