Head of eCommerce Customer Operations

DKV EURO SERVICE GmbH + Co. KG; Ratingen; Hybrid; EUR 80.000 - 110.000; Vollzeit

Zusammenfassung

A leading mobility service provider in Ratingen is looking for a Head of eCommerce Customer Operations to design and implement customer service strategies for small and micro business clients across Europe. This role entails leading a diverse team, ensuring high customer satisfaction, and developing data-driven operational strategies. Candidates should have substantial experience in customer service and leadership in a B2B e-commerce context, along with strong skills in German and English.

Leistungen

Flexible working hours

Comprehensive health management

Support for leasing eBike

Qualifikationen

• At least 5 years of professional experience in customer service or sales with strong customer focus.
• Experience in leading international teams and developing managers.
• Familiarity with KPIs relevant to customer service.

Aufgaben

• Design service delivery strategy for micro and small business customers.
• Lead and develop teams for optimal performance.
• Ensure customer satisfaction and manage service delivery effectively.

Kenntnisse

Customer service experience

Team leadership

B2B e-commerce knowledge

Business fluent German

English skills

Ausbildung

Relevant degree or equivalent experience

Tools

CRM systems

Omnichannel solutions

Jobbeschreibung

Head of eCommerce Customer Operations (gn) Vollzeit/Teilzeit (hybrid)

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 will design the service delivery strategy for our micro and small business customers across Europe. In doing so, you will ensure that every digital and personal touchpoint inspires enthusiasm while continuously increasing the profitability of our e-commerce business.
• You will lead and develop your team of QA managers, customer journey experts, credit managers and business analysts, both professionally and disciplinarily. In doing so, you will embody our leadership principles: Create Clarity, Unleash Energy, Passion for People and Deliver Results. With your own motivation and enthusiasm, you will inspire your employees to give their best every day.
• For the personal support of our micro and small business customers, you will rely on your operational team of around 35 employees in our international service hub. Customer satisfaction and a genuine customer-first mindset in service delivery are your top priorities.
• You will work hand in hand with your team and the customer service units of all European business units to ensure that the support provided to our micro and small business customers as well as intraday and interday steering is in line with our SOPs.
• You will establish data- and KPI-driven customer operations, ensure transparency in customer satisfaction and service performance, and use insights for sustainable optimisation.
• Your impact will be measured by an increase in customer satisfaction.

What makes you stand out

• You have at least 5 years of professional experience in customer service, sales, account management or another efficiency-optimised area with a strong customer focus, ideally in B2B e-commerce.
• You have a relevant degree or equivalent professional experience.
• You have experience in leading international teams and developing managers. As a leader, you have a confident manner and communicate clearly and appropriately to all levels. You find it easy to motivate people and inspire them to work towards common goals.
• You think outside the box, break old patterns and create new ones. Building an international customer operations unit is right up your alley. You seek challenges, not comfort zones.
• You are familiar with the basics of customer service, such as relevant KPIs like NPS, CES, FCR, ASA, etc., as well as modern customer service systems (e.g. CRM, omnichannel solutions, conversational AI).
• You enjoy working in an award-winning team, appreciate competition, like to celebrate successes and consider great team spirit to be essential.
• Your business fluent written and spoken German is complemented by very good English skills. Ideally, you have additional foreign language skills.
• You strive for excellence, love challenges and have a customer-oriented mindset. Increasing convenience for our customers drives you every day.
• You enjoy occasional travel within Europe.

We are looking forward to your application 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...

At DKV Mobility, we are team players - because we are only successful together!#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? Then we are looking forward to your application! If you still have open questions then please contact Sabine Kalthoff via [e-mail].