Director Customer Service & Support (m/w/d)
Core
Building and leading a group-wide Support & Customer Success organization, transforming reactive on-premise support into proactive cloud-based Customer Success Management for ~14,000 customers.
Role type
Director, Customer Success & Support
Builds
Group-wide Support & Customer Success organization, unified service tools, Tier-based CSM structures, KPI dashboards
Domain
E-Commerce / ERP / SaaS
Required skills
Strategic leadership, organization building, on-premise to cloud transformation, Tier-based support models, KPI framework design, cross-functional collaboration
Preferred skills
Experience with large customer bases, multi-entity structures, service tool consolidation, E-Commerce/ERP industry knowledge
Responsibilities
Build and lead group-wide Support & Customer Success organization, establish unified service tools, develop KPI dashboards for CSAT/NPS/Retention, collaborate with Product/Tech teams to drive feedback loops
Seniority
Director, strategic leadership
