As   Director of Customer Service & Call Center,  you will play a key role in shaping an excellent customer experience and the strategic development of our Customer Care department. You will provide professional and disciplinary leadership for the entire department, setting clear priorities for performance, processes, and transformation, and ensuring that budgets, targets, and operational excellence are aligned. With a strong focus on  customer centricity, digital development, and team performance,  you will drive sustainable improvements and work closely with senior management and international stakeholders to actively shape the future of our call center.

Our top benefits at QVC Germany:

• Flexible working & work-life balance:
• flextime, home office, 30 days of vacation, workation (up to 20 days working abroad) and paid volunteer days
• Well-being & Health:
• Subsidized Urban Sports Club membership, 24/7 private accident insurance and a comprehensive health package.
• Attractive benefits:
• 20% employee discount on the QVC range, numerous corporate benefits and discounts with partners, as well as canteen subsidy and free parking.
• International, appreciative work environment:
• Dynamic, international corporate culture with a first-name basis culture and team spirit.
• Company car

Your workplace: 

• This position is hybrid and requires on-site presence in Düsseldorf or Kassel 2 days per week.

Your tasks: 

• Professional and disciplinary management and further development of the entire CS&E area
• Responsibility for budget and target achievement, including early identification and communication of areas requiring action.
• Development and implementation of strategic plans to optimize processes and customer experiences
• Fostering a high-performing, committed team and a customer-focused environment
• Management and active participation in projects for the digital transformation and realignment of the Customer Care Center
• Supporting the management and VP Customer Service – QVC International in international projects

What you bring: 

• Extensive professional and management experience in the international B2C environment of a matrix-organized company
• Solid experience in call center operations as well as in project management, process optimization and interface work
• Strong leadership skills, communication skills and the ability to explain complex topics in an understandable way
• A strong ability to build authentic relationships and foster lasting trust with teams, stakeholders, and partners.
• Organizational and coordination skills, analytical and strategic thinking
• Experience in change processes and employee motivation
• Excellent German and English skills are required.
• Knowledge of quality management, employee development and multichannel customer service
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