Head of Customer Care

Stellenbeschreibung:

Develop the Customer Care Center into a strong second-level organization for complex, solution-intensive customer issues
Redesign the handover from a strong First Level to the Second Level, consistently from the customers' perspective
Define the strategic direction of the unit
Ensure customer focus, quality, and performance in day-to-day operations
Develop and establish clear management and control frameworks, transparent KPIs, and efficient personnel deployment planning
Continuously evolve the organization
Lead a senior team and foster a culture of ownership, solution-orientation, and collaboration
Close collaboration with internal stakeholders and external service providers

Requirements

Proven leadership experience in service-oriented organizations, ideally in Customer Service, Customer Care, or comparable customer-facing units
Strong understanding of complex customer issues as well as service-oriented processes and quality management
Strategic thinker with strong execution skills
Clear focus on organizational development, performance, and customer value
Experience in managing teams and developing employees
Open to new approaches, technological developments, automation, and the use of AI in customer service
Ability to inspire and engage people in change

Core Competencies

Demonstrates strong leadership in service-oriented organizations, focusing on customer value, organizational development, and performance management. Capable of fostering a culture of collaboration and ownership while leveraging technological advancements in customer service.