Senior Customer Care Country Manager at Westwing Stores GmbH
Berlin, Berlin, Germany -
Full Time


Start Date

Immediate

Expiry Date

27 Dec, 26

Salary

80000.0

Posted On

28 Sep, 26

Experience

19 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Travel & Tourism

Description

JOIN OUR TEAM

As a Senior Customer Care Country Manager, you will take ownership of leading and developing a team dedicated to delivering a premium service experience for our DACH customers. As our most important market, DACH plays a central role in shaping our success, making this position highly impactful. Our mission is to provide efficient, empathetic, and solution-oriented support that strengthens customer loyalty and reflects our brand values at every touchpoint. You will act as a central partner across teams, ensuring that our front office runs smoothly, KPIs are achieved, and best practices are continuously developed. This position is permanent and based in Munich.

WHAT YOU'LL DO

  • Lead, coach, and develop the Front Office team for the DACH market
  • Ensure high-quality, customer-centric service delivery across all touchpoints
  • Monitor, analyse, and optimise daily operations and KPIs in close collaboration with the Workforce Management team
  • Act as an escalation point for complex customer cases
  • Collaborate closely with the Quality, Training, Logistics, and Product teams
  • Drive process improvements and implement best practices in Customer Care together with the Content team, utilising AI and automation where applicable

YOU COME WITH

  • Solid background in Customer Care with proven leadership experience
  • Proven track record in managing teams and achieving operational KPIs
  • Excellent communication and problem-solving skills
  • High empathy and a customer-first mindset
  • Strong organisational and prioritisation skills in a fast-paced environment


Responsibilities

JOIN OUR TEAM

As a Senior Customer Care Country Manager, you will take ownership of leading and developing a team dedicated to delivering a premium service experience for our DACH customers. As our most important market, DACH plays a central role in shaping our success, making this position highly impactful. Our mission is to provide efficient, empathetic, and solution-oriented support that strengthens customer loyalty and reflects our brand values at every touchpoint. You will act as a central partner across teams, ensuring that our front office runs smoothly, KPIs are achieved, and best practices are continuously developed. This position is permanent and based in Munich.

WHAT YOU'LL DO

  • Lead, coach, and develop the Front Office team for the DACH market
  • Ensure high-quality, customer-centric service delivery across all touchpoints
  • Monitor, analyse, and optimise daily operations and KPIs in close collaboration with the Workforce Management team
  • Act as an escalation point for complex customer cases
  • Collaborate closely with the Quality, Training, Logistics, and Product teams
  • Drive process improvements and implement best practices in Customer Care together with the Content team, utilising AI and automation where applicable

YOU COME WITH

  • Solid background in Customer Care with proven leadership experience
  • Proven track record in managing teams and achieving operational KPIs
  • Excellent communication and problem-solving skills
  • High empathy and a customer-first mindset
  • Strong organisational and prioritisation skills in a fast-paced environment
  • HubSpot, Genesys)


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