Customer Care Country Lead (mfd)
Customer Care Country Lead (mfd)
Posted on :
03-10-2025
Employer Active
1 Vacancy
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Job Description
JOIN OUR TEAM
As Senior Supervisor Front Office in our Customer Care team you will take ownership of leading and developing a team dedicated to delivering a premium service experience for our DACH customers. As our most important market DACH plays a central role in shaping our success making this position highly impactful. Our mission is to provide efficient empathetic and solution-oriented support that strengthens customer loyalty and reflects our brand values at every touchpoint. You will act as a central partner across teams ensuring that our front office runs smoothly KPIs are achieved and best practices are continuously developed. This position is permanentand based in Munich.
WHAT YOULL DO
- 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
YOU COME WITH
- 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
Aside from our awesome team and shared purpose we offer a variety of additional benefits. Come work with us and get:
- 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 where we foster open communication with our biweekly Company All-Hands feedback channels and regular Q&A sessions
- 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 with different lunch options open spaces and sunny terrace
- 40% off Westwing Collection and 20% off all third-party brands in our shop (each on non-reduced items) a 10% Family & Friends voucher and Westwing vouchers for special occasions
- regular and legendary company and team events like Movie Nights Oktoberfest Summer Parties and more
- health and wellbeing offerings including sports membership mental health support and coaching vaccinations skin checkups and more
- discounted green mobility options with public transport or JobRad
- company daycare Westwing Wichtel next to our Munich office and cooperation with Elly & Stoffl a multilingual daycare with several locations in Munich
- subsidised company pension scheme
- Social Impact Day p.a. to use for doing good for environment and/or society
ABOUT US
Westwing Europes #1 in Beautiful Living e-commerce is present in 20 European countries and achieved a GMV (Gross Merchandise Volume) of EUR 497 million in 2024. As Europes premium one-stop destination for Design Lovers it offers a unique brand experience with a carefully curated assortment of the Westwing Collection and 3rd party design brands. The integrated platform combines Shop Daily Specials Stores the B2B Service (Westwing Business) and the Westwing Design Service. Westwings team works together on its shared purpose to Excite people to create homes that unlock the full beauty of life. Founded in 2011 Westwing is headquartered in Munich and went public on the Frankfurt Stock Exchange in October 2018.
Our team is a diverse group of professionals aiming for high performance working together at a fast pace in an inspiring international and informal environment that enables you to grow your career while working with a brand and products our customers love. Were made up of passionate people who are creative enough to disrupt the status quo brave enough to fail and smart enough to win. So come be part of the wow you work at Westwing crowd.
Diversity is deeply rooted in our culture. Our mission doesnt stop to inspire only your design choices it continues to embrace an inclusive lifestyle filled with respect to everyones uniqueness cultural differences and equal opportunity.
Our team is a diverse group of professionals aiming for high performance working together at a fast pace in an inspiring international and informal environment that enables you to grow your career while working with a brand and products our customers love. Were made up of passionate people who are creative enough to disrupt the status quo brave enough to fail and smart enough to win. So come be part of the wow you work at Westwing crowd.
Diversity is deeply rooted in our culture. Our mission doesnt stop to inspire only your design choices it continues to embrace an inclusive lifestyle filled with respect to everyones uniqueness cultural differences and equal opportunity.
Department
Customer Care
Employment Type
Full-Time
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