Customer Service Manager - Product Implementation & Controlling (all genders)

Job Description

• Manage implementation, optimization, and innovation projects, collaborating with external partners where required and coordinating closely with internal stakeholders
• Design, configure, and maintain the Customer Service systems landscape, including the integration of various interfaces and reporting solutions
• Analyze operational business drivers and derive measures to optimize both the customer experience (CX) and agent experience (AX)
• Ensure the reliable operation and availability of applications and systems
• Own the documentation, continuous improvement, and rollout of best practices, guidelines, and operational standards
• Independently plan and execute functional testing and quality assurance (QA) activities
• Act as a key point of contact for external vendors and cross-functional internal teams

Qualifications

• Completed degree combined with relevant professional experience, or an equivalent combination of knowledge and practical experience
• Fluent in both German and English, with strong written and verbal communication skills
• Solid experience working with CRM systems, such as Zendesk
• Strong understanding of Customer Service operations; basic knowledge of performance metrics and KPIs is desirable
• Previous experience in the E-Commerce industry is a plus
• Enjoy working with technical systems and data-driven environments
• Highly motivated, with a structured, proactive, and independent way of working
• Strong business acumen and analytical thinking skills
• Hands-on mentality with excellent problem-solving and organizational abilities

Additional Information

Your perks at a glance: Visit our benefits page.

Simply apply online via our career page - we will get back to you as soon as possible!

A Place Where You Can Be You
We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.
Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.
What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.