Head of Customer Service (m/w/d) D2C Consumer Goods
Core
Leading and scaling the Customer Service organization for a D2C consumer goods company to professionalize customer experience across the entire journey.
Role type
Senior leadership customer service head (D2C)
Builds
Customer service organization, scalable processes, and digital service solutions
Domain
Consumer goods, D2C e-commerce
Deliverable
dashboards & analysis
Required skills
Team leadership, D2C/B2C customer experience management, organizational scaling, KPI and budget management, CRM/ERP/Ticketing systems, cross-functional collaboration
Preferred skills
Entrepreneurial mindset, hands-on mentality, modern leadership style
Technologies
CRM, ERP, Ticketing systems
Responsibilities
Lead and develop the customer service team, manage customer experience from inquiry to complaint, optimize and automate service processes, steer KPIs and budgets, collaborate with e-commerce, retail, marketing, logistics, and IT
Seniority
Senior, hands-on leadership
