About the Role
As a Senior Customer Care Country Manager (m/f/d), you will take ownership of leading and developing a team dedicated to delivering a premium service experience for our DACH customers. This is a permanent position based in Munich.
Your Responsibilities:
- Lead, coach, and develop the Front Office team for the DACH market.
- Ensure high-quality, customer-centric service delivery across all touchpoints.
- Monitor, analyse, and optimise daily operations and KPIs in close collaboration with the Workforce Management team.
- Act as an escalation point for complex customer cases.
- Collaborate closely with the Quality, Training, Logistics, and Product teams.
- Drive process improvements and implement best practices in Customer Care together with the Content team.
Your Profile:
- Solid background in Customer Care with proven leadership experience.
- Proven track record in managing teams and achieving operational KPIs.
- Excellent communication and problem-solving skills.
- High empathy and a customer-first mindset.
- Strong organisational and prioritisation skills in a fast-paced environment.
- Fluency in German and English, both written and spoken.
Why Westwing?
- An inspiring, international, informal, and nonpolitical environment for you to take ownership and grow your career.
- A unique culture based on trust, support, and collaboration.
- Hybrid working mode with 3 office days per week.
- Up to 4 weeks temporary work-from-anywhere per year.
- 30 days of paid holiday per year.
- A beautiful, centrally located and dog-friendly office with free beverages, cafeteria, open spaces, and a sunny terrace.
- Employee discounts on Westwing Collection and third-party brands.
- Regular company and team events.
- Health and wellbeing offerings.
- Discounted green mobility options.
- Company daycare options.
- Subsidised company pension scheme.
- "Social Impact Day" per year.
About Us
Westwing is Europe's #1 in Beautiful Living e-commerce, operating in 20+ European countries. Our mission is to "Excite people to create homes that unlock the full beauty of life." Founded in 2011 and headquartered in Munich, Westwing offers a unique brand experience with a curated assortment of own and third-party design brands. We foster a high-performance, fast-paced, inspiring, international, and informal environment where you can grow your career. Diversity, inclusivity, and respect are deeply rooted in our culture.
