We prioritise mobility concepts and strive to offer our talent as much flexibility as possible. We provide a hybrid working model within Germany, plus the option to work from abroad for up to 30 days per year. However, we would love to meet you in the office at least once to four times per month.
YOUR RESPONSIBILITIES
- You are responsible for the services & operations and performance to strengthen business and our customers satisfaction by leading, supporting and developing a team that takes ownership to establish an optimal B2B-customer service (Retailer 1st level support)
- You ensure the team is set up to succeed and ready to scale up including a proactive monitoring approach. You manage direct reports with clear objectives, regular reviews and establishing development by measuring customer and team performance, and using defined KPIs to increase operational efficiency and effectiveness. You present results in reviews
- You care that our customer obligations are being met and our services are being delivered to a high quality standard while building a standardized, mainly self-service related and strongly automated tool framework as a target picture
- You consider and represent Retailer Operations in lead rounds and drive team-overall related topics to success by considering customers’ needs. You include your internal stakeholders to improve our Operations Management in our B2B Business overall
- You keep up with the key focus areas and try to push initiatives to increase the operations performance as well as to improve tool setup and meet customer requirements
- You have a good feel for people and are well aware that open-minded and trustful management will lead to high motivation and productivity
- You proactively identify problems at an early stage and react quickly and appropriately, also when escalations occur
WHAT WE'RE LOOKING FOR
- You have at least 2 years of leadership experience in a technical environment, ideally in 1st level support
- You can speak and write English fluently, German skills are beneficial
- You ideally have experience with a CRM tool like Salesforce
- You have a strategic mindset and a deep understanding of analytics which allows you to improve efficiency and performance
- You understand business and technical processes very well
- You have a talent for organization and fulfilling customer service needs by the use of internal capacities and frameworks
- You think in an entrepreneurial way to innovate our support processes