Customer Care Country Lead (m/f/d)

Westwing Group AG; München; Vor Ort; EUR 100.000 - 140.000; Vollzeit

Benefits dieser Stelle

Hybrid work mode

3 office days per week

40% off Westwing Collection

Dog-friendly office

Company daycare

Private pension

Health & wellbeing programs

Social events

Zusammenfassung

Westwing Group AG in Munich is seeking a Senior Customer Care Country Manager to lead and develop the Front Office for the DACH market, ensuring premium service and strong KPIs. You will partner across teams to drive process improvements and AI-enabled improvements, shaping a best-in-class customer experience.

You will coach and grow a high-performing team, manage daily operations, and act as escalation point for complex cases, contributing to Westwing’s growth and brand values.

Qualifikationen

• 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.

Aufgaben

• 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, utilising AI and automation where applicable.

Kenntnisse

Leadership

Customer Care

Communication

Problem-solving

Empathy

Organization

Prioritisation

German fluency

English fluency

Jobbeschreibung

JOIN OUR TEAM

As a Senior Customer Care Country Manager , 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 permanent and based in Munich.

WHAT YOU'LL 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, utilising AI and automation where applicable

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 monthly 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, Europe’s #1 in Beautiful Living e-commerce, is present in 20+ European countries and achieved a GMV (Gross Merchandise Volume) of EUR 507 million in 2025. As Europe’s 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. Westwing’s 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. We’re 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 doesn’t stop to inspire only your design choices, it continues to embrace an inclusive lifestyle filled with respect to everyone’s uniqueness, cultural differences and equal opportunity.