Customer Service Manager (f/m/x)

The global travel retail industry is a 70 Billion market expected to double by the end of this decade. Despite its size, it is an industry that has seen very little digitalization and innovation over the past two decades. This must be solved.

This is a unique startup position - with sufficient funding, we can offer a new startup's impact, growth opportunity, and challenge, along with competitive compensation.

The timing could not be better to emerge as a category winner: the global pandemic has accelerated the demand for a better and renewed approach to global travel retail, and as the world begins to open again, pent-up demand for travel and travel-related retail is set to boom as brands, retailers, airports, and airlines are doubling down their efforts to make up for lost sales.

As our new Customer Service Manager you will be responsible of building the main foundations of the Duffle Customer care strategy across Europe and multiple airports, with max focus on customer obsession and operational efficiency. You will be the one in charge of creating a unique customer experience!

Tasks

What you will do:

• You will analyze in depth the Duffle business strategy and define initiatives to cascade effectively in customer service.
• You will support the hiring, training, and development of Customer Service Agents to ensure consistent knowledge, skill-set growth, and balanced coverage of the airport's working hours.
• You will define ad-hoc KPIs to provide visibility and trackability on the operations performance as well as build and improve NPS scores
• You will be in charge of defining an international scaling path for customer service.
• You will focus on reducing process inefficiencies and manual workload by pursuing automation (i.e. bot implementation).
• You will work closely with our Operations and Marketing teams and lead customer activation campaigns and CRM.
• You will propose innovative solutions to leverage outsourcing options whenever this makes sense from any economic, customer experience, and operational perspective.

Location: Berlin (HQ). We have a hybrid work framework balanced between home and office.

Requirements

About your profile:

• You have a degree in Business Administration, Operations Management, Supply Chain, Logistics, or equivalent qualification.
• You have strong knowledge of Customer Service/Supply Chain Management best practices (ideally with related educational Background and/or start-ups)
• You have strong analytical and problem-solving skills
• You are a curious, dynamic, and solution-oriented person. You take on new challenges by yourself
• You have a good understanding of the customer journey, from customer awareness to empowerment to acting as an advocate for u
• You have excellent Project Management Skills: WBS, SCRUM, KANBAN
• You have a good knowledge of MS office
• You have experience with CRM platforms such as Freshworks, Zendesk, Hubspot
• You have excellent communication skills in English - German is a plus!

Benefits

What we bring to the table:

• We offer the opportunity to define Duffle's customer service strategy in its mission to transform the travel shopping experience.
• We offer the opportunity to work closely with the Duffle Leadership in an open and collaborative culture.
• We are offering the opportunity to join and help build an international team, culture, and technology platform from the ground up
• A lot of TBDs in the benefits and culture area. More to come soon!

Sounds interesting?

We are looking forward to connecting with you!