Director Customer Service

4 weeks ago

Commerce, United States Home24 AG Full time

Wir sind home24 eine fhrende Home & Living E-Commerce Plattform in Kontinentaleuropa und Brasilien. Derzeit sind wir in acht Lndern aktiv und seit 2018 in Deutschland brsennotiert. ber 1.000 Homies arbeiten gemeinsam an einem Ziel: Happy Homes zu schaffen fr alle Menschen, fr jedes Budget

Wir Homies leben unsere Mission, Kunden nicht nur das beste Sortiment, sondern auch den besten Service zu bieten. Genau hierfr bentigen wir frische Ideen, 100 % Motivation und echte Leidenschaft fr das, was wir tun. Deshalb setzen wir auf Menschen, die sowohl fr die Digitalisierung als auch fr Modern Living, Servicedenken und eine dynamische Unternehmenskultur brennen.

**Director Customer Service (m/w/d)**

* Du verkrperst unseren home24-Unternehmenswert Put Customers First und stellst eine professionelle und lsungsorientierte Customer-Service-Experience sicher

* Du definierst unsere Kundenservice-Strategie und steuerst die operative Umsetzung in unseren nationalen und internationalen sowie internen und externen Teams gemeinsam mit deinen Fhrungskrften

* Du arbeitest Kennzahlen-orientiert und analytisch; mit dieser Fhigkeit stellst du die Einhaltung der wichtigsten KPIs sicher, entwickelst das Reporting weiter und identifizierst laufend Verbesserungspotenziale fr unsere Prozesse

* Du leitest bereichsbergreifende Projekte und Initiativen, um die Kundenorientierung bei home24 zu frdern sowie das Service Level, die Lsungsorientierung und Effizienz des Customer Service zu verbessern. Dabei arbeitest du eng mit der IT sowie dem Customer Service und Operations Prozesse-Team zusammen

* Du fhrst und entwickelst deine Mitarbeitenden und baust leistungsfhige, motivierte Teams auf

* Du steuerst externe Partnerunterunternehmen, sicherst deren Qualitt zum Kunden hin und stellst eine erfolgreiche Zusammenarbeit sicher

* Du berichtest an den Vorstand und bist Teil des Operations Management Teams fr die End-to-End Optimierung von kundenzentrierten Initiativen

* Du verfgst ber fundierte, mehrjhrige Erfahrung in einer Fhrungsposition im Kundenservice, idealerweise in einem Online-/E-Commerce-Umfeld oder bei einem Dienstleister

* Du hast ein betriebswirtschaftliches Studium erfolgreich abgeschlossen

* Die Sprachen Deutsch und Englisch beherrscht du sicher in Wort und Schrift

* Du besitzt ausgeprgte analytische Fhigkeiten

* Du bringst Erfahrung in der Dienstleistersteuerung mit

* Hands on Mentalitt, Durchsetzungsfhigkeit und eine hohe soziale Kompetenz zeichnen dich aus

* Du arbeitest ziel- und ergebnisorientiert mit starkem Prozessverstndnis

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