Customer Service Manager - Product Implementation & Controlling (all genders)

About our Business Department

In our Business unit, ideas don't stay ideas for long.
We work on what moves ABOUT YOU forward. From strategy to day-to-day operations, from numbers to people. We sit close to the core of the company, connecting the dots, making sense of the data, and turning plans into action.
Business here means understanding how everything links together. It means making decisions. A lot of them. And those decisions set the direction.

What To Expect

• Manage implementation, optimization, and innovation projects, collaborating with external partners where required and coordinating closely with internal stakeholders
• Design, configure, and maintain the Customer Service systems landscape, including the integration of various interfaces and reporting solutions
• Analyze operational business drivers and derive measures to optimize both the customer experience (CX) and agent experience (AX)
• Ensure the reliable operation and availability of applications and systems
• Own the documentation, continuous improvement, and rollout of best practices, guidelines, and operational standards
• Independently plan and execute functional testing and quality assurance (QA) activities
• Act as a key point of contact for external vendors and cross-functional internal teams

Who You Are

• Completed degree combined with relevant professional experience, or an equivalent combination of knowledge and practical experience
• Fluent in both German and English, with strong written and verbal communication skills
• Solid experience working with CRM systems, such as Zendesk
• Strong understanding of Customer Service operations; basic knowledge of performance metrics and KPIs is desirable
• Previous experience in the E-Commerce industry is a plus
• Enjoy working with technical systems and data-driven environments
• Highly motivated, with a structured, proactive, and independent way of working
• Strong business acumen and analytical thinking skills
• Hands-on mentality with excellent problem-solving and organizational abilities