Director Customer Care (M/F/D)

Trust is the foundation of our company, bonding us together like a large family. Knowing that our employees, customers and partners place their trust in us is what motivates us, day after day, and gives us the strength we need to move mountains together.
Ready for a new challenge? For the group-wide coordination of our Customer Care teams we are looking for an
Director Customer Care (m/f/d) Your tasks: Disciplinary lead of an international Customer Care team that deals exclusively with key accounts across all products Functional responsibility for the other Customer Care departments in the various branches of the Group Definition of the Customer Care strategy to ensure the best possible support and expansion of business with our established customers Being the company's liaison with key customers throughout the acquisition and support phase. Definition, further development, implementation and supervision of Customer Care structures as a whole, including processes, monitoring compliance with internal and external KPIs and developing tools to optimise both performance and workflows Close cooperation with the sales organisation for the acquisition and management of key accounts Continuous optimisation and expansion of major accounts in close coordination with internal stakeholders, in particular the operational departments Close dialogue with the Management Board regarding the development of key accounts and the customer care teams Project management for the digitalisation of the customer care, designing customer care journeys and planning measures to improve the customer experience and service excellence and/or cost efficiency of customer service, e.g. through the use of AI-supported technologies and process automation Your skills and competences: Several years of leadership experience in internal sales and/or project and stakeholder management Industry knowledge is an added value Strong leadership and problem-solving skills International expertise Ability to organise, analytical skills, strong conceptual and implementation skills Entrepreneurial thinking, proactivity and strong negotiating skills Project management skills Ability to recognise the needs of different stakeholders without losing sight of the goal High degree of Quality awareness, process orientation and digital expertise Assertiveness and perseverance Knowledge of customer service systems (customer service solutions in interaction with CRM systems such as Microsoft Dynamics, ERP, etc.) Fluent English, German and Italian a plus #J-18808-Ljbffr