DACH Customer Care Leader | Country Manager

Westwing; New Munich (MN); Hybrid; USD 101,000 - 146,000; Full time

Benefits offered by this job

Hybrid work

Work-from-anywhere up to 4 weeks

30 days paid holiday per year

Employee discounts

Dog-friendly office and events

Job summary

Westwing, Munich, seeks a Senior Customer Care Country Manager to lead and grow the Front Office team for the DACH market, delivering a premium service experience and strengthening customer loyalty.

You will partner with Quality, Training, Logistics and Product to set KPIs, drive improvements, and implement AI-driven solutions where appropriate. Fluency in German and English is essential for this role.

Qualifications

• Proven leadership experience in Customer Care.
• Experience managing teams and achieving 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.

Responsibilities

• 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 with Workforce Management.
• Act as an escalation point for complex customer cases.
• Collaborate with Quality, Training, Logistics, and Product teams.
• Drive process improvements using AI and automation where applicable.

Skills

Leadership

KPI management

Communication

Empathy

German & English

Prioritisation

Job description

Westwing, Munich, seeks a Senior Customer Care Country Manager to lead and grow the Front Office team for the DACH market, delivering a premium service experience and strengthening customer loyalty.

You will partner with Quality, Training, Logistics and Product to set KPIs, drive improvements, and implement AI-driven solutions where appropriate. Fluency in German and English is essential for this role.