Head of Retenion (all genders)

YOUR IMPACT - YOUR ROLE

You want to transform the Home Services market for the long term and are looking for a leadership role that challenges and inspires you
Youre excited to try innovative approaches drive change and grow continuously along the way

As Head of Retention (all genders) youll shape the core of our mission: delivering a service experience that delights customers and keeps them coming back. With strategic vision and strong team alignment youll ensure our platform earns lasting trust in the German market.

Your Role:

• You will develop the customer retention vision for Helpling Germany and bring it to life with a strong focus on operational excellence.
• You will be responsible for the strategic and day-to-day leadership of the Operations team ensuring that our customers consistently receive excellent service.
• You will systematically identify improvement opportunities along the customer journey launch initiatives to boost satisfaction and loyalty and steer their execution.
• You will coordinate cross-functional retention initiatives with teams across Product Marketing BI and Customer Support even without direct disciplinary responsibility ensuring clear goals roles and ownership.
• You will create transparency on progress and impact through regular reporting and clear stakeholder communication.
• You will support your direct reports through clear goals regular coaching and a strong feedback culture

YOUR WHY!

• Impact: Youll work directly with our founder and the management team and help shape the development of the entire group.
• Steep Learning Curve: Youll take on exciting challenges and real responsibility from day one.
• Focus on what matters well take care of the rest: Enjoy an employee discount on your own home cleaning services.
• Family & Work: We offer 5 additional sick days per year when your child needs you.
• Time off: Up to 30 vacation days per year depending on your tenure. Plus we give away up to 10 additional days annually through special initiatives (e.g. Advent calendar health challenges).
• Retirement Plan: We offer a company pension scheme with a 20% employer contribution.

WHAT YOU NEED TO SUCCEED

• Several years of experience in a senior role within Operations Customer Experience or Retention ideally in a digital B2C environment.
• A strong intuition for customer needs and the ability to make data-driven decisions while optimizing processes along the customer journey.
• Proven experience leading larger teams; you see yourself as an enabler and know how to motivate develop and align teams toward shared goals.
• A process-driven mindset hands-on attitude and strong prioritization skills ideally with experience using OKRs or similar frameworks.
• A collaborative spirit and the ability to bring together stakeholders across different departments even without formal authority.
• High energy a getting-things-done mindset and confidence in representing us externally (e.g. at panels press events or conferences).
• Fluency in both German and English.

APPLY NOW

If this sounds like you and youre excited to drive real impact with us apply now and become part of our team. We look forward to meeting you!

We welcome applicants from all backgrounds regardless of gender identity sexual orientation religion ethnicity national origin migration history marital status age or disability.