Senior Customer Care Country Manager

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 marketEnsure high-quality, customer-centric service delivery across all touchpointsMonitor, analyse, and optimise daily operations and KPIs in close collaboration with the Workforce Management teamAct as an escalation point for complex customer casesCollaborate closely with the Quality, Training, Logistics, and Product teamsDrive 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 experienceProven track record in managing teams and achieving operational KPIsExcellent communication and problem-solving skillsHigh empathy and a customer-first mindsetStrong organisational and prioritisation skills in a fast-paced environmentFluency 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 careerA 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 weekUp to 4 weeks temporary work-from-anywhere per year 30 days of paid holiday per yearA beautiful, centrally located and dog-friendly office with free beverages, cafeteria with different lunch options, open spaces and sunny terrace40% 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 occasionsRegular and legendary company and team events like Movie Nights, Oktoberfest, Summer Parties, and moreHealth and wellbeing offerings including sports membership, mental health support and coaching, vaccinations, skin checkups and moreDiscounted green mobility options with public transport or JobRadCompany daycare "Westwing Wichtel" next to our Munich office and cooperation with Elly & Stoffl, a multilingual daycare with several locations in MunichSubsidised company pension scheme  "Social Impact Day" p.a. to use for doing good for environment and/or society

ABOUT US

Westwing, Europe's #1 in Beautiful Living e-commerce, is present in 20+ European countries and achieved a GMV (Gross Merchandise Volume) of EUR 497 million in 2024. As Europe's premium one-stop destination for Design Lovers, it offers a unique brand experience with a carefully curated assortment of the Westwing Collection and 3rd party design brands. The integrated platform combines Shop, Daily Specials, Stores, the B2B Service (Westwing Business) and the Westwing Design Service. Westwing's team works together on its shared purpose to "Excite people to create homes that unlock the full beauty of life". Founded in 2011, Westwing is headquartered in Munich and went public on the Frankfurt Stock Exchange in October 2018.

Our team is a diverse group of professionals aiming for high performance, working together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love. We're made up of passionate people who are creative enough to disrupt the status quo, brave enough to fail and smart enough to win. So come, be part of the "wow, you work at Westwing?" crowd.

Diversity is deeply rooted in our culture. Our mission doesn't stop to inspire only your design choices, it continues to embrace an inclusive lifestyle filled with respect to everyone's uniqueness, cultural differences and equal opportunity.

Department

Customer Care

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