Team Lead Customer Interaction DACH

Triumph Group; Heubach; Hybrid; EUR 40.000 - 80.000; Vollzeit

Zusammenfassung

Ein etabliertes Unternehmen in der Modebranche sucht einen dynamischen Teamleiter für den Kundenservice. In dieser Rolle sind Sie verantwortlich für die Organisation und das Management aller Kundenkommunikationskanäle und die Verbesserung der Kundenerfahrung. Sie werden ein engagiertes Team leiten, das sich der Schaffung eines positiven Kundenumfelds widmet, während Sie gleichzeitig die Leistungskennzahlen überwachen und Chancen für Prozessinnovationen identifizieren. Diese Position bietet Ihnen die Möglichkeit, in einem vielfältigen und inklusiven Arbeitsumfeld zu arbeiten, das Kreativität und Individualität fördert, und ermöglicht Ihnen eine ausgewogene Work-Life-Balance durch die hybride Arbeitsweise des Unternehmens.

Qualifikationen

• 3-5 Jahre Erfahrung im Kundenservice oder Contact Center.
• Nachweisliche Erfahrung in der Teamleitung und starke Führungsfähigkeiten.

Aufgaben

• Leitung des Kundeninteraktionsteams und Verwaltung aller Kommunikationskanäle.
• Verbesserung der Kundenreiseprozesse in Zusammenarbeit mit anderen Funktionen.

Kenntnisse

Kundenservice-Erfahrung

Teammanagement

Planungs- und Organisationsfähigkeiten

Fließend in Englisch und Deutsch

Interkulturelle Kompetenz

Analytisches Denken

Projektmanagementfähigkeiten

Ausbildung

Abschluss in Betriebswirtschaft oder verwandtem Bereich

Jobbeschreibung

Triumph is one of the world’s largest intimate apparel companies. It enjoys a presence in over 80 countries with the core brands Triumph and sloggi. Globally, the company serves 20,000 wholesale customers and sells its products in more than 2,300 controlled points of sale as well as via several own online shops. The Triumph Group is a member of the amfori Business Social Compliance Initiative (amfori BSCI).

Our Customer Success Department in Heubach, Germany is looking for a:

(f/m/d) (100 %)

The owner of this position will have the authority and accountability for organizing, tracking, and fulfilling all incoming and outgoing communication channels and needs towards our customers and take it to the next level in the digital world. This includes the management of intake and maintenance of Customer Orders, Customer Returns, Credit and Debit Memos via the Contact Center Team as well as being the direct voice to our customers, driving customer impact and satisfaction.

Roles and Responsibilities:

• Foster a diverse, engaged, and high-performing team by creating a supportive and empowering work environment.
• Enable the team to work independently, driving business success and enhancing the customer experience in line with key priorities.
• Serve as the primary contact for customers and the Customer Interaction Team, managing all inbound and outbound communication channels.
• Improve end-to-end customer journey processes in collaboration with other business functions.
• Monitor key performance indicators (KPIs) and take corrective action as needed.
• Build strong relationships with key accounts, ensuring smooth communication with the Sales team.
• Identify opportunities for innovation and process improvements that enhance customer satisfaction and business performance.
• Develop a customer-focused team committed to improving the customer experience and driving business success.
• Lead as Key Users and Single Points of Contact (SPOC) to provide training and support for new and existing team members.
• Troubleshoot system issues and promote continuous learning to strengthen team capabilities.

Your Ideal Profile:

• You have gained 3-5 years of experience in Customer Service and/or Contact Center operations.
• You possess proven experience in team management and strong leadership skills.
• You have strong planning and organizational skills, with a structured approach to executing operational tasks.
• You are fluent in English and German, with excellent verbal and written communication skills.
• You demonstrate intercultural awareness and the ability to work effectively in diverse environments.
• You have a strong business sense, are eager to learn, and are highly self-motivated with a results-driven mindset.
• You are a quick, analytical thinker who thrives in fast-paced environments.
• You have project management skills, and knowledge of methodologies is an advantage.

Why should you join us?

• You will have the opportunity to work with a leading brand in the fashion industry, recognized for its innovation and market leadership.
• You will become part of a diverse, multicultural work environment that celebrates individuality and fosters a culture of inclusion and uniqueness.
• You will enjoy the flexibility of the company’s hybrid working policy, allowing you to balance your professional and personal life effectively.

If you are seeking a great opportunity to develop your career, please send us your CV in English by clicking on Apply.