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Head of Customer Care (m/f/d)

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Westwing

2mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
    People, HR & Administration
  • Munich

AI generated summary

  • You must have senior Customer Care leadership experience, strong team motivation skills, a passion for customer satisfaction, problem-solving abilities, stakeholder management, analytical skills, and fluency in German and English.
  • You will lead a global Customer Care team, enhance customer satisfaction, analyze feedback, improve processes with tech, and manage external partnerships to support expansion and service excellence.

Requirements

  • extensive experience in a senior Customer Care leadership role, ideally in a global setting, paired with strong leadership and team development skills and the ability to motivate large teams
  • passion for customer satisfaction with a high level of empathy and the ability to turn dissatisfied customers into promoters
  • proven ability to level up service processes, implement scalable solutions, and drive operational efficiency, combined with excellent problem-solving skills and the ability to drive change in a fast-paced, dynamic environment
  • strong stakeholder management skills for internal and external stakeholders with the ability to act as the voice of the customer, manage escalations, and influence leadership to drive operational excellence
  • strong analytical mindset with experience in tracking and improving key customer service KPIs, coupled with a deep understanding of Customer Care best practices to stay best-in-class
  • experience with customer service technologies and platforms (e.g., Zendesk, AI chatbots, support ticketing systems)
  • fluency in German and English with excellent communication skills; additional languages are a plus

Responsibilities

  • define and implement a Customer Care strategy that aligns with our premium brand, enhances customer satisfaction, and ensures seamless customer interactions across all communication channels
  • deeply understand our customers - their needs, expectations, and behaviours - to drive customer-centric decisions and enhance their experience
  • lead and develop our global Customer Care team of ca. 60 internal team members by building and mentoring a high-performing, customer-focused team across different regions while fostering a culture of service excellence
  • manage and further develop external service providers, ensuring seamless collaboration with front office agents to maintain high-quality customer support and operational efficiency; pick the right partners and negotiate terms and conditions
  • enhance reporting, analyse customer feedback and key service KPIs to identify trends and drive continuous improvements
  • together with the Tech teams, stay ahead of industry trends and build scalable service processes, tools, and systems with the use of AI to address customers needs, improve efficiency and effectiveness, and elevate the customer experience
  • drive and support the rapid expansion into new countries

FAQs

What is the main responsibility of the Head of Customer Care?

The main responsibility is to lead the global Customer Care team, shaping and enhancing the service strategy to deliver exceptional experiences for customers.

How large is the Customer Care team that the Head of Customer Care will manage?

The Head of Customer Care will manage a global team of approximately 60 internal team members.

What qualifications are required for this position?

Candidates should have extensive experience in a senior Customer Care leadership role, strong leadership and team development skills, and a passion for customer satisfaction, along with fluency in German and English.

Is experience with customer service technologies necessary for this role?

Yes, experience with customer service technologies and platforms, such as Zendesk, AI chatbots, and support ticketing systems, is required.

What type of working environment does Westwing offer?

Westwing offers an inspiring, international, informal, and nonpolitical working environment that promotes ownership and career growth.

How many vacation days are offered per year for this position?

The position offers 30 days of paid vacation per year.

Are there benefits related to health and wellbeing?

Yes, there are health and wellbeing offerings, including sports memberships, mental health support, coaching, vaccinations, and skin checkups.

Will the Head of Customer Care need to engage with external service providers?

Yes, the Head of Customer Care will manage and develop external service providers to ensure high-quality customer support and operational efficiency.

Is knowledge of additional languages beneficial for this role?

Yes, knowledge of additional languages is a plus but not a requirement.

What type of company events does Westwing offer?

Westwing hosts regular company and team events, such as Movie Nights, Oktoberfest, and Summer Parties.

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Westwing

Retail & Consumer Goods
Industry
1001-5000
Employees
2011
Founded Year

Mission & Purpose

Westwing is Europe‘s No.1 in Beautiful Living e-Commerce with a team of 1,900 in four offices across Europe. We’re on a mission to excite people to create homes that unlock the full beauty of life. We work together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love. We’re made up of passionate people who are creative enough to disrupt the status quo, brave enough to fail and smart enough to win. So come, be part of the “wow, you work at Westwing?” crowd.