Breuninger Head of Customer Service

Role & Responsibilities

• Lead a customer service organization of more than 100 employees.
• Work with department and team leads to develop Customer Service into a technology-enabled premium service organization, using efficient digital solutions where appropriate and personal service where human judgment makes the difference.
• Define a target operating model for resolving customer enquiries through self-service, automation or AI, while identifying where personal advice remains essential.
• Oversee forecasting, capacity planning, channel management and real-time management, ensuring reliable availability and high service quality during peak periods.
• Identify suitable use cases, prioritize requirements and implement solutions such as Agent Assist, intelligent routing and automated workflows with Product, Technology and Data teams.
• Analyze contact reasons and repeat contacts, and work with E-Commerce, Logistics, Risk & Fraud and other departments to eliminate the causes of avoidable customer enquiries.
• Measure performance through customer satisfaction, resolution quality, First Contact Resolution, service level, repeat contact rate and cost-to-serve, rather than handling speed alone.
• Develop organizational structures, capabilities and collaboration; actively involve employees and foster a culture in which technology is experienced as a support.

Qualifications

• Several years of leadership experience in a larger customer service or customer operations organization, ideally in e-commerce or retail.
• Demonstrated experience modernizing established structures and implementing technological change is desirable.
• Strong knowledge of omnichannel management, workforce management and operational performance management.
• Experience with AI, self-service and automation in customer service is required.
• Confidence using modern service platforms and reporting tools, such as Zendesk and Power BI.
• A clear understanding of premium service: digital and effortless where possible, personal and solution-oriented where it matters.
• Empathetic, clear leadership.
• Business-fluent German and very good English.

Skills

Experience

Several years of leadership experience in a larger customer service or customer operations organization, ideally in e-commerce or retail.

Benefits

Voluntary vacation and Christmas bonuses; retirement savings contributions; 30% employee discount, also available to a partner and including 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; additional vacation days through salary conversion, with 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.