Your tasks

• NPS & Customer Experience:  Managing the NPS across all relevant touchpoints (delivery, customer service, returns, product quality, subscription experience, POS retail) as an early warning system rather than a downstream metric.

• Service Level Management:  Ensuring timely response times (First Reply Time), especially during peak periods (January, June, August, September, November, December).

• Automation & Self-Service:  Active further development of our AI agent to increase the deflection rate – through better training data, process design and self-service offerings, without loss of quality for the customer.

• Cost efficiency:  Managing cost-per-ticket efficiency across internal teams and BPO partners, including building the necessary cost and volume transparency.

• First Contact Resolution:  Reduction of recurring inquiries through thorough root cause analysis instead of superficial quick fixes.

• Retention through service:  Linking service quality with repurchase rate – you instill in the team the awareness that every customer interaction has an impact on retention.

• Team Leadership:  Professional and disciplinary management of the internal customer service team as well as management of external partners as an integrated part of the organization.

Your profile

• Experience:  Several years of experience leading customer service or customer experience teams, ideally in a D2C/e-commerce environment.

• NPS/VoC:  Proven experience in managing NPS or similar Voice of Customer programs – not just in reporting, but in actively counteracting negative trends.

• Automation:  Practical experience with customer service automation (AI agents, chatbots, self-service) and a sense of when automation improves the customer experience.

• Data affinity:  Sound experience in KPI analysis (Cost-per-Ticket, Deflection Rate, First Reply Time) and the ability to derive concrete measures from it.

• Tools:  Confident handling of systems such as Intercom or comparable CS platforms as well as Shopify

• Working style:  Independent, structured and at the same time flexible; you proactively advance topics and make decisions based on data rather than gut feeling.

• Leadership:  You already have experience in the professional or disciplinary leadership of teams and enjoy developing people and achieving goals together.
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