B2C Customer Excellence Manager

vor 1 Woche

Munich, Deutschland Carly Vollzeit

As the B2C Customer Excellence Manager, your mission is to lead a dynamic transformation in customer satisfaction. Utilizing data-driven strategies, you'll streamline workflows, optimize customer support processes, and champion a culture of continuous improvement. Your expertise will set new benchmarks in customer success excellence and the Carly customer journey overall.

Tasks
  • Collaborating with various internal teams, including Marketing and Automotive, to foster a seamless and efficient workflow, ensuring an elevated customer experience.
  • Utilizing data-driven insights to make well-informed decisions, constantly evaluating customer success performance against established benchmarks.
  • Developing and executing strategies to reduce costs in customer success processes, while also maintaining close oversight of all customer-related communication journeys esp. advanced technical customer support, internal and external.
  • Proactively identifying and addressing potential customer success risks to safeguard and enhance performance & reputation.
  • Diligently maintaining records and delivering comprehensive reports to lead management concerning customer success changes and advancements.
  • Assuming responsibility for customer-centric processes and employing technology quality key performance indicators (KPIs) to enhance the overall customer experience.
Requirements
  • You have 2+ years of proven experience in a Customer Excellence role or a similar Operations-facing position.
  • You enjoy providing valuable feedback to your team, adjusting your work based on quarterly feedback, and actively pursuing additional insights for personal and team development.
  • You excel at juggling a busy workload, supporting and guiding other team members to keep things running smoothly.
  • You take an active role in projects, guide your peers, and eagerly tackle problems, always seeking ways to improve and grow.
  • You are a team player, who respects and contributes to fostering a positive work environment while agilely handling challenges.
  • You are fluent in English; German is a nice-to-have.
Benefits
  • An inclusive company culture and extremely motivated people
  • High impact and responsibility in a very successful and fast-growing company and brand
  • Strong management team with proven track record in successful startups to learn from
  • A competitive compensation and 100% fully supported company equipment
  • A high learning curve with all the possibilities for personal growth and professional development
  • No walls, no limits, no bureaucracy just unlimited potential
  • The nicest and most international team in the stylish brand-new office, in the heart of Munich with an amazing view on the Alps
  • To learn more about our vibrant company culture feel free to visit our Career & Culture page.

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