About this role
Lead the implementation, rollout, and continuous optimization of new technologies, strategic initiatives, and customer service tools across the customer service ecosystemOwn the end-to-end planning, structuring, and execution of strategic projects to improve customer service systems, processes, and operational efficiencyDrive the evolution of customer support by translating strategic initiatives into scalable operational solutionsAct as the central point of contact between operational stakeholders (Controlling, BPOs, Team Leads) and technical teams (IT, Product, Developers), ensuring clear communication and alignmentAnalyze operational bottlenecks, gather business requirements, and translate them into actionable project scopes and technical requirementsCoordinate testing, documentation, and the rollout of new features and system enhancements, ensuring internal teams and external partners are prepared for changeEvaluate new software solutions, external service providers, and digital tools to continuously improve and future-proof the customer service landscape Solid professional experience in project management, product coordination, or an analytical/structural role within Customer Service or E-CommerceA strong interest in digital tools and a solid understanding of how modern customer service systems (e.g., CRM ticketing, routing, or automation tools) impact operationsExperience structuring workflows, defining milestones, and keeping multi-disciplinary teams aligned and on scheduleExcellent problem-solving skills with a structured, independent, and solution-oriented working styleStrong stakeholder management and communication skills, with the ability to effectively bridge business and technical teams and explain complex topics to diverse audiencesExperience managing multiple stakeholders, priorities, and project timelines in a dynamic environmentFluent in English and German (both written and spoken) is requiredCompleted degree in Business, Technology, or a comparable background, combined with relevant practical experience Your perks at a glance: Visit our benefits page.
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A Place Where You Can Be You
We take it as our responsibility to create an environment where everyone feels welcome, exactly as they are.
Different backgrounds and perspectives make us stronger and shape our culture in ways that matter.
What we stand for internally, we stand for as a brand: acceptance, inclusion, and a fairer approach to fashion.