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

JOIN OUR TEAM

As a Senior Customer Care Country Manager , you will take ownership of leading and developing a team dedicated to delivering a premium service experience for our DACH customers. As our most important market, DACH plays a central role in shaping our success, making this position highly impactful. Our mission is to provide efficient, empathetic, and solution-oriented support that strengthens customer loyalty and reflects our brand values at every touchpoint. You will act as a central partner across teams, ensuring that our front office runs smoothly, KPIs are achieved, and best practices are continuously developed. This position is permanent and based in Munich .

WHAT YOU'LL DO

• 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 in close collaboration with the Workforce Management team
• act as an escalation point for complex customer cases
• collaborate closely with the Quality, Training, Logistics, and Product teams
• drive process improvements and implement best practices in Customer Care together with the Content team

YOU COME WITH

• 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

WHY WESTWING

Aside from our awesome team and shared purpose, we offer a variety of additional benefits. Come work with us and get :

• an inspiring, international, informal, and nonpolitical environment for you to take ownership and grow your career
• a unique culture based on trust, support, and collaboration where we foster open communication with our monthly Company All-Hands, feedback channels, and regular Q&A sessions
• hybrid working mode with 3 office days per week
• up to 4 weeks temporary work-from-anywhere per year
• 30 days of paid holiday per year
• a beautiful, centrally located and dog-friendly office with free beverages, cafeteria with different lunch options, open spaces and sunny terrace
• 40% off Westwing Collection and 20% off all third-party brands in our shop (each on non-reduced items), a 10% Family & Friends voucher, and Westwing vouchers for special occasions
• regular and legendary company and team events like Movie Nights, Oktoberfest, Summer Parties, and more
• health and wellbeing offerings including sports membership, mental health support and coaching, vaccinations, skin checkups and more
• discounted green mobility options with public transport or JobRad
• company daycare “Westwing Wichtel” next to our Munich office and cooperation with Elly & Stoffl, a multilingual daycare with several locations in Munich
• subsidised company pension scheme
• “Social Impact Day” to use for doing good for environment and / or society