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Associate CX Manager, EMEA at Crunchyroll LLC
Berlin, , Germany - Full Time
Skills Needed
Bpo Management, Performance Management, Kpi Oversight, Process Improvement, Stakeholder Communication, Team Lead Coaching, Zendesk, Salesforce, Ccaas Platforms, Chatbots, Cms, Wfm, Sierra Ai, Vendor Management, Operational Efficiency, Emea Market Knowledge
Specialization
Requires 5+ years of experience in customer experience within a BPO or operations environment, specifically leading team leads. Must be proficient with CCaaS tools like Zendesk or Salesforce and have experience managing diverse markets across EMEA.
Experience Required
Minimum 5 year(s)
(Senior) Partnerships Manager (m/w/d) at Axel Springer News Media National
Berlin, , Germany - Full Time
Skills Needed
Partnerships Management, Adtech, Saas, Stakeholder Management, Business Case Development, Kpi Tracking, Budget Planning, Performance Analysis, B2b Strategy, German C1, English B2, Communication Skills, Strategic Planning, Forecasting, Cross Functional Collaboration
Specialization
Requires relevant experience in partnerships management within the digital advertising or SaaS sectors. Must possess strong stakeholder management skills and proficiency in both German (C1) and English (B2).
Experience Required
Minimum 5 year(s)
Customer Success Agent (m/w/d) at Flatpay
Berlin, , Germany - Full Time
Skills Needed
Customer Support, Client Success, Communication, Empathy, Problem Solving, Technical Understanding, Contract Management, Data Management, Team Collaboration, Service Orientation
Specialization
Candidates ideally have completed vocational training and possess experience in telephone customer service. Proficiency in German and familiarity with KYC/Underwriting processes are advantageous.
F&B Manager at Lindner Hotels Resorts
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Medical Assistant at PerZukunft Employment Agency GmbH & Co. KG
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Schichtleitung Verkauf (m/w/d) at Zeit für Brot GmbH
Berlin, , Germany - Full Time
Skills Needed
Retail Sales, Shift Management, Customer Service, Team Coordination, Product Presentation, Hygiene Standards, Complaint Management, Communication Skills, Empathy, Organization
Specialization
Requires one to three years of professional experience in retail or gastronomy, including initial experience in shift leadership. Candidates should be flexible, reliable, and possess strong service orientation and communication skills.
Experience Required
Minimum 2 year(s)
Inhouse Consultant SAP HCM (m/w/d) at Axel Springer News Media National
Berlin, , Germany - Full Time
Skills Needed
Sap Hcm, Sap Payroll De, Sap Time Management, Sap Customizing, Sap Om, Sap Pa, Sap Pt, Sap Py De, Sap Fiori, Interface Management, Testing, German Language Proficiency
Specialization
Requires over 5 years of practical experience in SAP HCM with a focus on German payroll (PY-DE) and time management (PT). Must possess strong customizing skills and professional proficiency in German (B2/C1).
Experience Required
Minimum 5 year(s)
Head of Packaging Department at PolyTALENT GmbH
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Gruppenkoordinator Spritzguss at St Peter's Heart
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Hardware Developer (m/f/d) – analogue, digital or for ultrasonic sensors at vietenplus
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Praktikum Content Partnerships (m/w/d) at Axel Springer News Media National
Berlin, , Germany - Full Time
Skills Needed
Content Commerce, Business Development, Market Analysis, Competitor Analysis, Microsoft Excel, Microsoft Powerpoint, Communication Skills, Content Production, Reporting, Strategic Partnership Management
Specialization
Candidates should be pursuing a degree in Media, Economics, or Marketing with strong communication skills and proficiency in Microsoft Office 365. A high affinity for digital media and a balance of analytical and creative skills are required.
Customer advisor in bank customer service at timecon GmbH & Co. KG
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
(Senior) Analyst, International Markets at Delivery Hero
Berlin, , Germany - Full Time
Skills Needed
Management Consulting, Financial Modeling, Project Management, Stakeholder Management, Strategic Planning, Data Analysis, Budgeting, Problem Solving, Critical Thinking, C Level Communication, Sql, Bigquery
Specialization
Requires at least 3 years of professional experience in management consulting or fast-paced tech/e-commerce, including 1-2 years at a top-tier consulting firm. Must possess strong analytical skills, project management abilities, and experience influencing C-level executives.
Experience Required
Minimum 2 year(s)
Working Student - Office & Team Assistance (m/f/d) at MYNE Homes
Berlin, , Germany - Full Time
Skills Needed
Office Management, Team Assistance, Guest Relations, Onboarding/Offboarding, Event Planning, Occupational Health And Safety, Administrative Support, Procurement, English Fluency, German Fluency, Organization, Proactive Communication
Specialization
Must be an enrolled student with fluency in both English and German. Requires a service-oriented personality with strong organizational skills and ideally some knowledge of German workplace safety regulations.
Produktmanager (m/w/d) at Inpernell
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
ServiceNow Developer at CONVIDIUS Business Solution GmbH
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
IT-Projekt Manager (m/w/d) at EICS PD GmbH
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Servicenow Architect at Michael Page
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Scrum Master at The NRMA
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Senior SAP Consultant (FI) – at Optimus Search
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Associate CX Manager, EMEA at Crunchyroll LLC
Berlin, , Germany -
Full Time

Start Date

Immediate

Expiry Date

13 Oct, 26

Salary

0.0

Posted On

15 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

BPO Management, Performance Management, KPI Oversight, Process Improvement, Stakeholder Communication, Team Lead Coaching, Zendesk, Salesforce, CCaaS Platforms, Chatbots, CMS, WFM, Sierra AI, Vendor Management, Operational Efficiency, EMEA Market Knowledge

Industry

Entertainment Providers

Description
About Crunchyroll Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love. Join our team, and help us shape the future of anime! About the role As an Associate CX Manager, EMEA, you are the operational support to the Senior Customer Experience Managers. You will lead partner alignment from a Team Lead perspective, drive performance improvements, and ensure our partners follow processes. Your work directly impacts agent success, partner consistency, and customer experience. You will play a key role in supporting day-to-day partner operations, ensuring Partner Team Leads are aligned on goals, performance expectations, and processes. By leveraging data and feedback, you will identify trends, address performance gaps, and drive continuous improvement across partners. You will be the important link between internal partners and external teams, ensuring consistent execution and communication. We measure success in this role through operational efficiency, partner alignment, and measurable improvements in customer experience outcomes. In the role of Associate CX Manager, EMEA, you will report to the Senior Customer Experience Vendor Manager, EMEA. For this role, we are considering applicants for the location of Berlin, Germany. Core Areas of Responsibility Partner Operations & Alignment: Be the primary contact for BPO/vendor partner Team Leads, ensuring consistent alignment on goals, processes, and expectations. Lead regular syncs, maintain clear communication across EMEA languages, and ensure the partners effectively implement updates from process changes. Performance Management & KPI Oversight: Monitor queue health, operational metrics, and agent-level performance on a daily basis. Partner with Team Leads to review weekly goals, track progress, and ensure accountability through structured follow-ups and action plans. Process Improvement & Escalation Management: Identify recurring operational issues, escalate with proposed solutions, and collaborate with Quality, Training, and other partners to drive sustainable improvements. Participate in process change initiatives and ensure consistent execution across regions. Stakeholder Communication & Reporting: Share performance insights, trends, and recommendations with CX Managers. Deliver regular reporting, including agent performance summaries and VOC insights, to support data-driven decision-making. Team Lead Coaching & Development: Provide ongoing coaching and feedback to Partner Team Leads to improve agent performance and leadership effectiveness. Support recognition programs, facilitate agent engagement initiatives such as focus groups, and help build a high-performing, motivated partner network. About You We get excited about candidates, like you, because... 5+ years of experience in customer experience in a vendor/BPO environment, or operations. Experience leading Team Leads and driving performance to deliver business outcomes. Strong knowledge of customer interactions and expectations across the EMEA region. Experience adapting approaches to diverse markets and cultural nuances. Experience interpreting KPIs, identifying trends, and translating insights into actionable improvements. Experience in influencing partner performance and aligning multiple stakeholders across different regions, functions, and levels of seniority. Hands-on experience with CCaaS platforms such as Zendesk, Salesforce, or similar tools. You have experience with CX tools and platforms, including Chatbots, CMS, and WFM, as well as Sierra AI. Experience working in a globally matrixed organization. About the Team At Crunchyroll, our mission is to super-serve our fans around the globe. The Customer Experience team is central to bringing this mission to life by ensuring every interaction our fans have with us is seamless, consistent, and high quality. You will sit within the EMEA CX operations structure and work with our vendor partner teams, serving as the primary liaison between Crunchyroll and our external support partner. We focus on equipping partners and agents with the right information, tools, and guidance to support our customers. Why you will love working at Crunchyroll In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks: Receive a great compensation package including salary plus performance bonus earning potential, paid annually. Flexible time off policies allowing you to take the time you need to be your whole self. Generous medical, dental, vision, STD, LTD, and life insurance Health Saving Account HSA program Health care and dependent care FSA 401(k) plan, with employer match Employer paid commuter benefit Support program for new parents Pet insurance and some of our offices are pet friendly! #LifeAtCrunchyroll #LI-Hybrid About our Values We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value Courage. We believe that when we overcome fear, we enable our best selves. Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding. Kaizen. We have a growth mindset committed to constant forward progress. Service. We serve our community with humility, enabling joy and belonging for others. Our commitment to diversity and inclusion Our mission of helping people belong reflects our commitment to diversity & inclusion. It's just the way we do business. We are an equal opportunity employer and value diversity at Crunchyroll. Pursuant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Crunchyroll, LLC is an independently operated joint venture between US-based Sony Pictures Entertainment, and Japan's Aniplex, a subsidiary of Sony Music Entertainment (Japan) Inc., both subsidiaries of Tokyo-based Sony Group Corporation. Questions about Crunchyroll’s hiring process? Please check out our Hiring FAQs: https://help.crunchyroll.com/hc/en-us/articles/360040471712-Crunchyroll-Hiring-FAQs Please refer to our Candidate Privacy Policy for more information about how we process your personal information, and your data protection rights: https://tbcdn.talentbrew.com/company/22978/v1_0/docs/spe-jobs-privacy-policy-update-for-crpa-dec-21-22.pdf Please beware of recent scams to online job seekers. Those applying to our job openings will only be contacted directly from @crunchyroll.com email account.

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Responsibilities
Provide operational support to Senior CX Managers by leading partner alignment and driving performance improvements across BPO vendors in the EMEA region. Monitor operational metrics and collaborate with internal teams to ensure consistent customer experience outcomes.
Associate CX Manager, EMEA at Crunchyroll LLC
Berlin, , Germany - Full Time
Skills Needed
Bpo Management, Performance Management, Kpi Oversight, Process Improvement, Stakeholder Communication, Team Lead Coaching, Zendesk, Salesforce, Ccaas Platforms, Chatbots, Cms, Wfm, Sierra Ai, Vendor Management, Operational Efficiency, Emea Market Knowledge
Specialization
Requires 5+ years of experience in customer experience within a BPO or operations environment, specifically leading team leads. Must be proficient with CCaaS tools like Zendesk or Salesforce and have experience managing diverse markets across EMEA.
Experience Required
Minimum 5 year(s)
(Senior) Partnerships Manager (m/w/d) at Axel Springer News Media National
Berlin, , Germany - Full Time
Skills Needed
Partnerships Management, Adtech, Saas, Stakeholder Management, Business Case Development, Kpi Tracking, Budget Planning, Performance Analysis, B2b Strategy, German C1, English B2, Communication Skills, Strategic Planning, Forecasting, Cross Functional Collaboration
Specialization
Requires relevant experience in partnerships management within the digital advertising or SaaS sectors. Must possess strong stakeholder management skills and proficiency in both German (C1) and English (B2).
Experience Required
Minimum 5 year(s)
Customer Success Agent (m/w/d) at Flatpay
Berlin, , Germany - Full Time
Skills Needed
Customer Support, Client Success, Communication, Empathy, Problem Solving, Technical Understanding, Contract Management, Data Management, Team Collaboration, Service Orientation
Specialization
Candidates ideally have completed vocational training and possess experience in telephone customer service. Proficiency in German and familiarity with KYC/Underwriting processes are advantageous.
F&B Manager at Lindner Hotels Resorts
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Medical Assistant at PerZukunft Employment Agency GmbH & Co. KG
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Schichtleitung Verkauf (m/w/d) at Zeit für Brot GmbH
Berlin, , Germany - Full Time
Skills Needed
Retail Sales, Shift Management, Customer Service, Team Coordination, Product Presentation, Hygiene Standards, Complaint Management, Communication Skills, Empathy, Organization
Specialization
Requires one to three years of professional experience in retail or gastronomy, including initial experience in shift leadership. Candidates should be flexible, reliable, and possess strong service orientation and communication skills.
Experience Required
Minimum 2 year(s)
Inhouse Consultant SAP HCM (m/w/d) at Axel Springer News Media National
Berlin, , Germany - Full Time
Skills Needed
Sap Hcm, Sap Payroll De, Sap Time Management, Sap Customizing, Sap Om, Sap Pa, Sap Pt, Sap Py De, Sap Fiori, Interface Management, Testing, German Language Proficiency
Specialization
Requires over 5 years of practical experience in SAP HCM with a focus on German payroll (PY-DE) and time management (PT). Must possess strong customizing skills and professional proficiency in German (B2/C1).
Experience Required
Minimum 5 year(s)
Head of Packaging Department at PolyTALENT GmbH
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Gruppenkoordinator Spritzguss at St Peter's Heart
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Hardware Developer (m/f/d) – analogue, digital or for ultrasonic sensors at vietenplus
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Praktikum Content Partnerships (m/w/d) at Axel Springer News Media National
Berlin, , Germany - Full Time
Skills Needed
Content Commerce, Business Development, Market Analysis, Competitor Analysis, Microsoft Excel, Microsoft Powerpoint, Communication Skills, Content Production, Reporting, Strategic Partnership Management
Specialization
Candidates should be pursuing a degree in Media, Economics, or Marketing with strong communication skills and proficiency in Microsoft Office 365. A high affinity for digital media and a balance of analytical and creative skills are required.
Customer advisor in bank customer service at timecon GmbH & Co. KG
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
(Senior) Analyst, International Markets at Delivery Hero
Berlin, , Germany - Full Time
Skills Needed
Management Consulting, Financial Modeling, Project Management, Stakeholder Management, Strategic Planning, Data Analysis, Budgeting, Problem Solving, Critical Thinking, C Level Communication, Sql, Bigquery
Specialization
Requires at least 3 years of professional experience in management consulting or fast-paced tech/e-commerce, including 1-2 years at a top-tier consulting firm. Must possess strong analytical skills, project management abilities, and experience influencing C-level executives.
Experience Required
Minimum 2 year(s)
Working Student - Office & Team Assistance (m/f/d) at MYNE Homes
Berlin, , Germany - Full Time
Skills Needed
Office Management, Team Assistance, Guest Relations, Onboarding/Offboarding, Event Planning, Occupational Health And Safety, Administrative Support, Procurement, English Fluency, German Fluency, Organization, Proactive Communication
Specialization
Must be an enrolled student with fluency in both English and German. Requires a service-oriented personality with strong organizational skills and ideally some knowledge of German workplace safety regulations.
Produktmanager (m/w/d) at Inpernell
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
ServiceNow Developer at CONVIDIUS Business Solution GmbH
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
IT-Projekt Manager (m/w/d) at EICS PD GmbH
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Servicenow Architect at Michael Page
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Scrum Master at The NRMA
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A
Senior SAP Consultant (FI) – at Optimus Search
Berlin, Berlin, Germany - Full Time
Skills Needed
N/A