Breuninger Customer Service Operations Department Head

Role & Responsibilities

• Lead the continuous development and operational excellence of the customer service function, overseeing a modern hybrid service unit that combines people, technology and intelligent automation.
• Manage end-to-end service performance and capacity, including service levels, productivity, backlog and operational performance; coordinate forecasting, capacity requirements and resource allocation with relevant functions; oversee peak and resource management; and integrate the external service provider into service delivery.
• Develop a 45-person team and ensure that the three internal teams and external teams are prepared for new processes, systems and technologies.
• Represent operational requirements in the development of processes, systems and digital solutions, and ensure company-wide changes are smoothly integrated into daily operations.
• Review and streamline structures and processes to make customer service simpler, faster and more customer-oriented; collaborate with quality management and service experts to establish sustainable improvements and scale successful changes across the organization.
• Work with business functions to improve the customer experience across the entire customer journey.
• Partner with Logistics, Risk & Fraud and Vendor Management to optimize the customer experience across the service chain.

Qualifications

• Several years of customer service leadership experience in e-commerce or retail.
• In-depth understanding of omnichannel management and efficient real-time management.
• Ability to translate complex business needs into clear requirements.
• Ability to engage people in new approaches, address reservations, foster positive momentum and develop a forward-looking solution culture.
• Clear, appreciative and collaborative communication with the team and other business functions.
• Understanding of Breuninger customers and the ability to combine digital efficiency with an exclusive service experience.
• Use of metrics to balance efficiency and high service quality.
• Confidence in managing modern customer service platforms and using collaboration tools.
• Business-fluent German and very good English.

Skills

Experience

Several years of leadership experience in customer service in e-commerce or retail.

Benefits

Voluntary holiday and Christmas bonuses; pension contributions; 30% employee discount, also available to a partner and covering dining and hairdressing; additional vacation days from the fifth year; subsidy for an Urban Sports membership; training and leadership programs; workation of up to 30 calendar days per year in selected European countries; the option to obtain additional vacation days through salary conversion, plus a sabbatical option; and the option to lease a bicycle or e-bike through Company Bike.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.