Full-timeStart: immediately

Head of Customer Service (all genders)

ABOUT YOU SE & Co. KG

Hybrid | Hamburg, Germany | Executives

Jobs
Head of Customer Service (all genders) – Hamburg, Germany

Apply now

About our Business Department

In our Business unit, ideas don't stay ideas for long.
We work on what moves ABOUT YOU forward. From strategy to day-to-day operations, from numbers to people. We sit close to the core of the company, connecting the dots, making sense of the data, and turning plans into action.
Business here means understanding how everything links together. It means making decisions. A lot of them. And those decisions set the direction.

Get to know the department and teams Your Team

What To Expect

Functional and disciplinary leadership of a team of customer service experts and project managers
Management, coordination, and further development of our external call centers
Management, monitoring, and continuous optimization of existing customer service processes to ensure the best possible customer experience
Definition, evaluation, and analysis of relevant KPIs as well as optimization of our internal reporting and controlling systems within customer service
Strategic integration and further development of modern automation processes
Internal and external escalation management, including the proactive derivation of concrete action recommendations
Close collaboration with national and international partners
Contract and commercial negotiations with external service providers
Management of complex and demanding projects across the entire order, returns, and complaint processes

Who You Are

Successfully completed degree, ideally in the field of business, management, communications, or a comparable discipline
Several years of professional experience in customer service, ideally in a call center or e-commerce environment, including multiple years of disciplinary and functional leadership experience
Very good knowledge of customer service and e-commerce processes as well as relevant technologies
Very good MS Office skills
Very good German and English skills, both written and spoken
High level of initiative, assertiveness, and sense of responsibility
Strong analytical skills and a structured way of working

People celebrating at a pride parade on a colorful bus with a progress pride flag, surrounded by bubbles and vibrant artwork.

A Place Where You Can Be You

We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are. Different backgrounds and perspectives make us stronger and shape our culture in ways that matter. What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.