Head of Customer Service (all genders)

• Functional and disciplinary leadership of a team of customer service experts and project managers
• Management, coordination, and further development of our external call centers
• Management, monitoring, and continuous optimization of existing customer service processes to ensure the best possible customer experience
• Definition, evaluation, and analysis of relevant KPIs as well as optimization of our internal reporting and controlling systems within customer service
• Strategic integration and further development of modern automation processes
• Internal and external escalation management, including the proactive derivation of concrete action recommendations
• Close collaboration with national and international partners
• Contract and commercial negotiations with external service providers
• Management of complex and demanding projects across the entire order, returns, and complaint processes

• Completed university degree
• Several years of experience in customer service, ideally in a call center or e-commerce environment
• Extensive leadership experience
• Very good knowledge of customer service and e-commerce processes as well as relevant technologies
• Very good MS Office skills
• Very good German and English skills, both written and spoken
• High level of initiative, assertiveness, and sense of responsibility
• Strong analytical skills and a structured way of working

Your perks at a glance: Visit our benefits page.

Simply apply online via our career page - we will get back to you as soon as possible!

A Place Where You Can Be You
We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.
Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.
What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.