Senior Customer Care Country Manager (m/f/d)

In this role you lead the Front Office for the DACH market, shaping premium customer care and ensuring efficient operations. You’ll partner across teams to drive KPI performance, process improvements, and best practices, while developing a high-performing, customer-centric team. Munich-based, this position offers a strategic impact in Westwing’s mission to deliver outstanding service at scale. You help elevate the customer experience and brand values through empathetic, solution-focused leadership.

• Hybrid working mode
• 30 days of paid holiday per year
• dog-friendly office with free beverages
• 40% off Westwing Collection
• 20% off third-party brands
• Health and wellbeing offerings

• 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 with Workforce Management
• Act as escalation point for complex customer cases
• Collaborate with Quality, Training, Logistics, and Product teams
• Drive process improvements and implement best practices in Customer Care with Content team

• 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
• Fluency in German and English, both written and spoken

• empathy
• communication
• problem-solving
• KPI monitoring and analysis
• customer care operations
• process improvement