Quality Manager (m/w/d)
Core
Central role in resolving complex B2B customer complaints and driving sustainable improvements to the customer experience.
Role type
Senior Customer Experience & Complaint Resolution Manager
Builds
Improved customer retention strategies and optimized B2B service processes
Domain
SaaS / B2B Recruitment Technology
Deliverable
dashboards & analysis
Required skills
Complex B2B complaint resolution, Customer retention strategy, Root cause analysis, Cross-functional stakeholder management, Commercial acumen, CRM proficiency, Negotiation
Preferred skills
Salesforce experience, Contract and subscription model knowledge
Responsibilities
Evaluate and resolve complex B2B customer complaints, Identify structural weaknesses and churn risks, Develop and implement process improvement measures, Collaborate with Sales and Account Management to stabilize customer relationships, Analyze complaint patterns and customer feedback to drive targeted improvements
Seniority
Senior, hands-on IC