Head of Customer Service - FMCG (m/w/d)
Core
Lead the end-to-end Customer Service strategy, processes, and team for a fast-growing FMCG and E-Commerce company.
Role type
Senior leadership customer service head
Builds
Customer service organization, processes, and tools for a D2C/FMCG client
Domain
FMCG / E-Commerce
Deliverable
dashboards & analysis
Required skills
Customer service strategy, team leadership, process optimization, data analysis, CRM and ticketing systems, cross-functional collaboration, vendor management
Preferred skills
D2C/E-Commerce/FMCG experience, scaling service structures, strategic thinking with hands-on approach
Technologies
Helpdesk, Ticketing, CRM systems
Responsibilities
Define and optimize Customer Service strategy, processes, and quality standards; ensure high service quality across all channels; manage service KPIs and drive improvement actions; collaborate with Logistics, Quality Management, and other departments; evaluate and manage external service providers and systems; establish reporting and use data to optimize customer experience
Seniority
Senior, leadership
