Senior Customer Care Country Manager (m/f/d)

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

JOIN OUR TEAM

As a Senior Customer Care Country Manager, you will take ownership of leading and developing a team dedicated to delivering a premium service experience for our DACH customers. As our most important market, DACH plays a central role in shaping our success, making this position highly impactful. Our mission is to provide efficient, empathetic, and solution-oriented support that strengthens customer loyalty and reflects our brand values at every touchpoint. You will act as a central partner across teams, ensuring that our front office runs smoothly, KPIs are achieved, and best practices are continuously developed. This position is permanentand based in Munich.

WHAT YOU'LL DO

• 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 in close collaboration with the Workforce Management team
• Act as an escalation point for complex customer cases
• Collaborate closely with the Quality, Training, Logistics, and Product teams
• Drive process improvements and implement best practices in Customer Care together with the Content team, utilising AI and automation where applicable

YOU COME WITH

• Solid background in Customer Care with proven leadership experience
• Proven track record in managing teams and achieving operational 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

WHY WESTWING

Aside from our awesome team and shared purpose, we offer a variety of additional benefits. Come work with us and get:

• An inspiring, international, informal, and nonpolitical environment for you to take ownership and grow your career
• A unique culture based on trust, support, and collaboration where we foster open communication with our monthly Company All-Hands, feedback channels, and regular Q&A sessions
• Hybrid working mode with 3 office days per week
• Up to 4 weeks temporary work-from-anywhere per year
• 30 days of paid holiday per year
• A beautiful, centrally located and dog-friendly office with free beverages, cafeteria with different lunch options, open spaces and sunny terrace
• Exclusive discounts - 40% off Westwing Collection, 20% off third-party brands (each on non-reduced items), and 20% Family & Friends discount on Westwing Collection, plus special-occasion vouchers
• Regular and legendary company and team events like Movie Nights, Oktoberfest, Summer Parties, and more
• Health and wellbeing offerings including sports membership, mental health support and coaching, vaccinations, skin checkups and more
• Discounted green mobility options with public transport or JobRad
• Company daycare “Westwing Wichtel” next to our Munich office and cooperation with Elly & Stoffl, a multilingual daycare with several locations in Munich
• Subsidised company pension scheme “Social Impact Day” p.a. to use for doing good for environment and/or society

ABOUT US

Westwing, Europe’s #1 in Beautiful Living e-commerce, is present in 20+ European countries and achieved a GMV (Gross Merchandise Volume) of EUR 507 million in 2025. As Europe’s premium one‑stop destination for Design Lovers, it offers a unique brand experience with a carefully curated assortment of the Westwing Collection and 3rd party design brands. The integrated platform combines Shop, Daily Specials, Stores, the B2B Service (Westwing Business) and the Westwing Design Service. Westwing’s team works together on its shared purpose to "Excite people to create homes that unlock the full beauty of life". Founded in 2011, Westwing is headquartered in Munich and went public on the Frankfurt Stock Exchange in October 2018. Our team is a diverse group of professionals aiming for high performance, working together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love. We’re made up of passionate people who are creative enough to disrupt the status quo, brave enough to fail and smart enough to win. So come, be part of the “wow, you work at Westwing?” crowd.

Diversity is deeply rooted in our culture. Our mission doesn’t stop to inspire only your design choices, it continues to embrace an inclusive lifestyle filled with respect to everyone’s uniqueness, cultural differences and equal opportunity.