Head of Customer Care (m/f/d)

JOIN OUR TEAM

As Head of Customer Care , you will lead our global Customer Care team, shaping and enhancing our service strategy to deliver an exceptional experience for our design-loving customers – who expect nothing less than excellence at every touchpoint. With the opportunity to make a huge impact, you will drive the development of customer-centric and scalable processes, foster a culture of customer obsession, and ensure that every interaction reflects our commitment to premium service. This position is unlimited and located in Munich .

WHAT YOU\’LL DO

• Define and implement a Customer Care strategy that aligns with our premium brand, enhances customer satisfaction, and ensures seamless customer interactions across all communication channels.
• Deeply understand our customers – their needs, expectations, and behaviours – to drive customer-centric decisions and enhance their experience.
• Lead and develop our global Customer Care team of ca. 60 internal team members by building and mentoring a high-performing, customer-focused team across different regions while fostering a culture of service excellence.
• Manage and further develop external service providers, ensuring seamless collaboration with front office agents to maintain high-quality customer support and operational efficiency; pick the right partners and negotiate terms and conditions.
• Enhance reporting, analyse customer feedback and key service KPIs to identify trends and drive continuous improvements.
• Together with the Tech teams, stay ahead of industry trends and build scalable service processes, tools, and systems with the use of AI to address customers\‘ needs, improve efficiency and effectiveness, and elevate the customer experience.
• Drive and support the rapid expansion into new countries.

YOU COME WITH

• Extensive experience in a senior Customer Care leadership role, ideally in a global setting, paired with strong leadership and team development skills and the ability to motivate large teams.
• Passion for customer satisfaction with a high level of empathy and the ability to turn dissatisfied customers into promoters.
• Proven ability to level up service processes, implement scalable solutions, and drive operational efficiency, combined with excellent problem-solving skills and the ability to drive change in a fast-paced, dynamic environment.
• Strong stakeholder management skills for internal and external stakeholders with the ability to act as the voice of the customer, manage escalations, and influence leadership to drive operational excellence.
• Strong analytical mindset with experience in tracking and improving key customer service KPIs, coupled with a deep understanding of Customer Care best practices to stay best-in-class.
• Experience with customer service technologies and platforms (e.g., Zendesk, AI chatbots, support ticketing systems).
• Fluency in German and English with excellent communication skills; additional languages are a plus.

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 biweekly Company All-Hands, feedback channels like Officevibe and regular Q&A sessions.
• Flexible working mode: roughly 60% remote, 40% in-office working policy.
• Up to 4 weeks temporary work-from-anywhere per year.
• 30 days of paid vacation per year.
• A beautiful, centrally located and dog-friendly office with free beverages, cafeteria with different lunch options, open spaces and sunny terrace.
• 40% off Westwing Collection in our shop, 25% off all third-party brands, 10% family & friends voucher, Westwing Vouchers for special occasions.
• 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 HQ office and cooperation with Elly & Stoffl, a multilingual daycare with several locations in Munich.
• Subsidized 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 12 European countries and achieved a GMV (Gross Merchandise Volume) of EUR 497 million in 2024. 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.

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