- Location
- Stuttgart Baden-Württemberg Germany
- Employment
- Full-Time
- Seniority
- Mid-Level
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Nov 2, 2026
The Customer Service Process Manager at Breuninger in Stuttgart works full-time, with home office possible and regular on-site attendance desired. The role improves customer service processes, develops knowledge and workflow systems, and partners with technology teams to optimize service software and AI models.
Role & Responsibilities
- Continuously identify process improvement opportunities and simplify processes to enhance the customer experience and improve AI readiness.
- Optimize digital processes by identifying opportunities for partial automation and system-based support to reduce manual effort.
- Establish feedback loops that incorporate input from agents and customers into process design.
- Design workflows that eliminate subjectivity and enable fast, consistent customer solutions.
- Partner with team leads and Quality Management to embed changes sustainably through targeted training and change management.
- Conduct regular shadowing, internally and with partners, and translate practical observations into efficient, logical workflows.
- Test new approaches using agile methods and refine them based on data.
- Improve the knowledge environment, including Confluence and Zendesk Guide, so information is easy to find and apply.
- Partner with the technology team to provide the content logic needed to optimize service software and AI models.
Qualifications
- Structured process thinking, observational ability and capacity for abstraction; process-modelling expertise is not required.
- A conscientious and structured approach, with the willingness to rethink established practices completely.
- Strong communication and persuasion skills, assertiveness, and the ability to engage teams in change.
- A clear vision for high-quality agent and customer experiences.
- Confidence working across interfaces with Logistics, Finance, Management and other stakeholders.
Skills
Workplace
This position is based in Stuttgart, Baden-Württemberg, Germany.
Explore jobs in Baden-Württemberg or in Germany.
Benefits
30% employee discount, also available to the employee’s partner and including dining and hairdressing; voluntary holiday and Christmas bonuses; pension contributions; additional annual leave from the fifth year of service; subsidy for an Urban Sports membership; training and leadership programmes; workation for up to 30 calendar days per year in selected European countries; additional annual leave available through salary conversion and a sabbatical option; Company Bike leasing for a bicycle or e-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.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Breuninger, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Service Process Improvement Manager», «Customer Service Operations Manager», «Customer Experience Process Manager», «Customer Service Process Optimization Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.