Head of Learning & Development (m/f/d)

Bonprix S.R.L.; Germany (OH); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible working hours

Special payments under collective agreements

Job summary

A leading fashion brand is seeking a Head of Customer Care Management to drive international customer excellence and transformation. The role requires strong leadership and experience in knowledge management, training, and quality management. You will develop strategies to enhance organizational performance and oversee AI-driven initiatives that improve customer service outcomes. With a focus on measurable impact and collaboration across borders, this is an opportunity to shape the future of customer care within a dynamic and evolving company.

Qualifications

• Strong track record in performance-oriented leadership.
• Experience in global environments with a focus on measurable impact.
• Confident in leveraging AI-driven solutions.

Responsibilities

• Develop an international, customer-centric knowledge strategy.
• Oversee training and quality management to improve performance.
• Steer department toward excellence in cost, quality, and customer satisfaction.

Skills

Leadership capabilities

Data analysis

Knowledge Management

AI-driven solutions

Communication in English (B2)

Education

Commercial focus study or apprenticeship

Job description

You want to contribute ideas, think ahead and make a real difference? You’ll be part of an international team that drives fashion and technology with passion – responsibly, creatively and always together. What defines us: the courage to try new paths, openness to different perspectives and a strong drive to make things happen. We work in a connected way and create real impact – for our customers and for a future‑ready company.

Join Customer Care Management (CCM) as we transform toward international customer excellence in a digital and AI‑driven world. We need you to help translate the CCM vision into tangible success – by achieving strategic goals, enabling high performance across your department, and supporting the leadership team in both implementation and personal functional development.

As a Head of, you will translate CCM’s international strategy into effective structures and frameworks for Knowledge Management, Training, and Quality. You will develop an international, customer‑centric knowledge strategy, design a global training framework, and establish a strategic Quality Management approach that continuously improves customer service outcomes.
You will ensure that training, skills development, and performance monitoring result in measurable improvements in agent performance and service quality. In addition, you will oversee how customer feedback insights are gathered and used to support data‑driven improvement initiatives across CCM.
You will steer your department toward performance excellence in cost, quality, productivity, and customer satisfaction through consistent monitoring, prioritization, and continuous optimization. As a leader, you will ensure that all concepts and frameworks are understood and effectively applied across all countries, supporting CCM’s evolution toward a high‑performing, AI‑ready organization.

Your contribution

As a Head of, you will play a decisive role in shaping the future direction of CCM. You will co‑create and influence strategies for organizational development, process excellence, and AI‑driven transformation – turning them into clear direction for your teams and stakeholders.

Your strategic decisions will determine how Knowledge Management, Training, and Quality are structured internationally and how they contribute to measurable performance improvements and a consistent customer experience across markets.

As one of four functional Heads in our international matrix organization, you will help evolve CCM’s global operating model. You will be accountable for your department’s performance targets – cost, quality, service outcomes, and customer satisfaction – and ensure effective implementation through transparent monitoring and a clear path‑to‑green approach.

Through your leadership, you will create alignment, drive clarity, and accelerate progress – enabling CCM to become a high‑performing, AI‑enabled organization that delivers exceptional experiences for customers and employees alike.

Customer Care Management operates as an international matrix organization, working closely with colleagues from France, Germany, Italy, and Poland in a modern shared leadership model. You will collaborate with IT and data science teams to expand AI capabilities in Learning & Development and build innovative, scalable solutions.

Your freedom

If you are passionate about shaping the future of knowledge management, training, and quality management within CCM; if you appreciate flat hierarchies, international collaboration, and a highly virtual work environment; and if you enjoy turning transformation into opportunity – then this is the right place for you. We are in the midst of a major evolution, and you will have the freedom and influence to actively design it.

Your Qualifications

bonprix stands for high‑performing teams that work together across national borders to shape the success of a European fashion brand. And that's why we're looking for people like you—courageous and passionate about providing the best possible shopping experience for our customers.

Your education

You have successfully completed a study or an apprenticeship with a commercial focus.

Your experience

You bring a strong track record in performance‑oriented leadership and know how to turn ambitious goals into measurable impact. Your experience in global environments, coupled with an exceptional ability to simplify complex situations, structures, and processes, enables you to create clarity and momentum. You are confident in leveraging AI‑driven solutions to enhance efficiency, learning, and decision‑making across teams.

Your skills

You communicate confidently in English (minimum B2) and bring well‑developed, modern leadership capabilities. You understand learning and development methods, and your analytical mindset helps you make sound, data‑based decisions. AI is more than a buzzword to you – you know how to implement meaningful AI applications and how to foster an AI‑driven, future‑ready learning culture within CCM.

Your soft skills

You thrive in dynamic, fast‑paced, and evolving environments and bring enthusiasm, resilience, and a positive mindset to your work. You are able to win people over, communicate with clarity, and lead diverse teams through change. As a role model, you actively invest in your own leadership growth, handle conflicts constructively, and inspire others to follow with confidence and perform at their best.

And: Are you interested in becoming part of an open, tolerant, and diverse corporate culture and making your own contribution to it? Everyone is welcome here! Let us know what you need to reach your full potential with us.

Flexible working hours - flexitime 37.5 hours

Special payments under collective agreements