Director Customer Service & Customer Experience (m/w/d)
Core
Leading a team of ~20 to strategically develop and operate Customer Service and Customer Experience for an e-commerce business, focusing on process automation, AI integration, and customer journey optimization.
Role type
Senior leadership IC (Director) in Customer Operations/Experience
Builds
Customer service operations, self-service solutions, and automated support processes for an e-commerce platform
Domain
E-commerce / Medical devices & hygiene
Required skills
Strategic leadership, e-commerce expertise, process transformation, change management, data analytics, IT/AI affinity, key account management
Preferred skills
Key account management, outbound activity management, AI application implementation
Technologies
AI, automation tools, self-service platforms, data analytics tools
Responsibilities
Develop and execute customer service strategy, lead and develop a team of 20, digitize and automate service processes, optimize customer journey and incident management, analyze customer feedback to drive improvements, establish KPIs and dashboards, expand key account management and proactive outreach
Seniority
Director, strategic leadership & team management
