Customer Experience Team Lead – Germany

🏆 Associate • 💰 €48k-60k / year • 🚀 France, Bordeaux • 🗣 German + English • 📅 ASAP

Must haves to succeed in this job

  • 5+ years of experience in process optimisation, data analysis, and project management
  • Native level in German and professional level in English
  • The wish to contribute a part to saving the environment :)

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Job Details & Company Facts

Your Future Employer

Our partner is the leading European marketplace for refurbished tech devices.

Their core mission: reducing e-waste! ❤


The Job: All You Have To Know

In your position as Customer Experience Team Lead you are in charge of turning customers' feedback into action.

On a daily basis, you analyse feedback on the website and develop solutions to fix the customer experience.

Your Challenges

  • Build strong relationships with the Technology team to work hand in hand with them
  • Gather Customer Care feedback to make sure you keep capturing the customers' voice and address projects in the right priority order
  • Find smart and efficient ways to report blockers to the Customer Care team
  • Understand complex and deep dive analysis and turn it into long and short term oriented actions
  • Find the right balance between short term quick wins and long term key foundation projects
  • Select, implement and run specific tools for the German market (chat, phone, chatbot, etc.)
  • Analyse performance and drive specific action plans
  • Adapt template messages to the German market
  • Benchmark competition and look for the market's best practices

The Talents You Need

  • Language skills: native level in German and professional English
  • 5+ years of experience in process optimisation, data analysis and project management with a proven track record of operational project management, driving high impact projects to completion
  • Experience in best-in-class customer service organizations
  • Strong knowledge of the e-commerce industry and high customer experience expectations
  • Experience working in a startup hyper growth environment

You are...

  • solution oriented, focused on quick results and lean approach
  • a data driven person: you know how to define and track KPIs
  • a fantastic team player, thriving in an international environment

Nice to Have Experience

  • in Customer Care
  • in Process optimization
  • working in a market place or consulting

Are you ready to join this dynamic team and contribute your part to saving the environment? Or just share this offer with a friend whom you think is the perfect fit 🙂