Head of Customer Service DACH (gn) full-time / part-time (hybrid)

DKV Mobility; Ratingen; On-site; EUR 100,000 - 140,000; Full time

Job summary

DKV Mobility, a leading European B2B platform for on-the-road payment solutions, invites you to join our ambitious team in Ratingen. You will take responsibility for the operational management of the SME Customer Service Team DACH, focusing on stability, efficiency and service quality, and you will base decisions on data and KPIs.

We value experience in guiding large customer service organizations, leveraging analytics and AI-powered solutions to improve processes.

Qualifications

• Extensive experience in leading large customer service organizations.
• Ability to steer via KPIs and data-driven decisions.
• Experience with AI-powered customer service and automation.

Responsibilities

• Oversee operational management of the SME Customer Service Team DACH.
• Drive stability, efficiency, and service quality using KPIs.
• Improve processes, organizational structures, and system landscapes.
• Develop and implement AI-powered customer service solutions and automation.

Skills

Leadership

KPI management

Data analysis

Process improvement

Job description

Your job at DKV Mobility? As part of a leading European B2B platform for on-the-road payment solutions, you will work in an exciting environment. Our tasks are defined by our Purpose: To drive the transition towards an efficient and sustainable future of mobility. We offer you numerous opportunities to help shape the mobility of tomorrow in a dynamic and agile environment. Our approximately 2,700 employees throughout Europe are united by a common passion: to give their best every day for our customers in more than 50 countries. True to our claim: You drive, we care. Become part of our diverse, dedicated and unique team!

What you can expect

• You take responsibility for the operational management of the SME Customer Service Team DACH, with a strong focus on stability, efficiency, and service quality.
• You confidently manage organizations through KPIs and make well-informed decisions based on data and insights.
• You combine operational excellence with the continuous improvement of processes, organizational structures, and system landscapes.
• You have a strong understanding of customer experience and the varying needs of customers throughout the entire lifecycle.
• You are passionate about AI-powered customer service solutions and ideally have experience implementing automation, self-service, or agent-assist applications.
• You drive transformations, scale best practices, and bring a highly analytical and data-driven approach to your work.

What makes you stand out

• You bring extensive experience in leading large customer service organizations or comparable operational functions and know how to develop and guide teams toward sustainable success.
• You use KPIs to effectively steer organizations, make data-driven decisions, and demonstrate a strong analytical and results-oriented mindset.
• You ensure operational excellence while continuously improving processes, organizational structures, and system landscapes.
• You have a deep understanding of customer experience and recognize the diverse needs of customers throughout the entire customer lifecycle.
• You are passionate about AI-powered customer service solutions and ideally have experience implementing automation, self-service, or agent-assist applications.
• You have successfully led transformations, scaled best practices, and embedded lasting change across organizations.
• You stand out through strong leadership, the ability to influence and drive change, clear communication, and a structured, pragmatic approach to execution, complemented by excellent German and English language skills.

and to applicants who enrich our diverse culture! Regardless of age, gender, origin and sexual identity and orientation. Severely disabled applicants will be given preference if equally qualified.

This position can be full-time or part-time (min. 30h/week). DKV Mobility is looking for the best talents and knows that these are not always available on a full-time basis. Many of our employees work part-time or in flexible working models. Please talk to us about the flexibility you need during the application process.

Why DKV Mobility? Here are five good reasons...

#teamofteams

You should feel welcome with us from the very beginning!

We've Been Growing For About 90 Years

How we do it? We keep adapting our products and business model to meet changing customer needs. That's how we stay mobile and master every challenge the future holds.

There are also many other good reasons to work at DKV Mobility. For example, we offer you comprehensive company health management, parent-child offices (from 2023) and support you in leasing your eBike through our partner Jobrad!

We attach great importance to work-life balance.

We stand for the compatibility of family and career! That's why we offer flexible working hours and family-friendly working time models. In addition, we rely on a balanced mix of on-site meetings and home office.

We support you in your development

We offer you optimal conditions to familiarize yourself so that you can quickly find your way around and become a part of the team! To further your personal development, we offer you access to a modern learning environment - independent of time and location. This way you can also face the challenges of tomorrow!

We are committed to a net-zero future

After reaching our Green Pledge climate target in 2023 by reducing carbon emissions in our own business operations by 50.4% compared to the base year 2019, we set ourselves ambitious net-zero climate targets. The targets have been validated by the Science Based Targets initiative. By 2050, DKV Mobility commits to reach net-zero greenhouse gas emissions across the value chain from a 2022 base year. You want to take climate action? Follow us on our road to net-zero.

We are a certified employer

Our employees trust us. As an employer, we regularly receive awards from independent institutes, e.g. as Top Employer Germany and as Great Place to Work!

Did you know that we have received several awards as an employer in recent years?

Have we made you curious? If you still have open questions then please contact Markus Gierse via [e-mail].