Head of Customer Experience & Operations (m/f/d) - Retention & Service Excellence

Your skillset - as strong as our protein

• Completed commercial training (e.g., wholesale & foreign trade, industry, e-commerce)
• At least 5 years of professional experience in customer service, sales, and/or order management
• Initial leadership experience
• Technical and digital understanding (ERP, CRM, ticketing, MS Office)
• Experience with SAP or similar ERP systems
• Excellent German and English skills
• Analytical thinking and strong process competence
• Excellent communication and conflict resolution skills
• Hands‑on mentality and passion for growth

#BEcomeMAXX

You are a strong leader, digitally savvy, and you know: service means sales. Then take responsibility for elevating the next level of customer experience in B2B and B2C commerce! In this role, you will shape an outstanding after‑sales experience, strengthen customer satisfaction, retention, and reputation, and strategically leverage upselling potential. As the link between Sales, Logistics, and Outbound, you’ll develop customer‑centric processes that combine efficiency and enthusiasm.

Ready to perform? Your tasks with MAXXimum focus

Operational

• Responsible for customer‑oriented, prompt, and on‑time order processing in the B2B/B2C environment
• Ensure an inspiring customer service experience across all channels (phone, email, online shops, Amazon, retail, resellers)
• Close coordination with Logistics & Purchasing to ensure optimal product availability
• Act as an interface between Sales, Marketing, Logistics, and Accounting
• Coordinate complaint and export handling, including customs documentation

Strategic

• Develop digital and automated service processes to increase efficiencyBuild a measurable Service Excellence strategy – from retention to reputation
• Analyze and optimize process chains (B2B/B2C interfaces)
• Initiate improvements in collaboration between Customer Service, Sales, and Outbound

Leadership & Development

• Lead and develop the Customer Service team, including trainees
• Coach and motivate the team according to the motto “Service is Sales”
• Conduct feedback sessions and promote individual skill development
• Work closely with the Head of Sales