Head of Customer Service (m/w/d) D2C E-Commerce
Core
Leading and scaling the Customer Service organization for a D2C e-commerce company to professionalize customer experience and support growth.
Role type
Senior leadership head of customer service
Builds
Customer service organization, scalable processes, and digital service solutions
Domain
D2C E-Commerce
Required skills
Team leadership, D2C e-commerce experience, Customer experience strategy, Process optimization, KPI and budget management, CRM/ERP/Ticketing systems proficiency, Cross-functional collaboration
Preferred skills
Entrepreneurial mindset, Hands-on leadership style, Modern motivational leadership
Technologies
CRM, ERP, Ticketing systems
Responsibilities
Lead and develop the Customer Service team, Own end-to-end customer experience from inquiry to complaint, Develop service organization structures and processes for scaling, Optimize and automate service processes and digital solutions, Manage KPIs, budgets, costs, and service levels, Collaborate with E-commerce, Retail, Marketing, Logistics, and IT
Seniority
Senior, hands-on IC
