Customer Success Manager (m/f/d) | Temporary for 2 years

Descrizione del lavoro:

BIRKENSTOCK is a global brand which embraces all consumers regardless of geography, gender, age and income. The company is deeply footed on a family tradition of shoemaking that can be traced back to 1774. With around 7100 employees worldwide, BIRKENSTOCK is the largest employer in the German footwear industry. To ensure our quality standards, we produce over 95% of our products in Germany and source more than 90% of our materials and components from Europe. The BIRKENSTOCK Group is headquartered in Linz am Rhein and maintains several locations in Germany, as well as sales offices in Europe, North America, the Middle East and Asia.

YOUR RESPONSIBILITIES:
* Functional leadership of the Customer Success area, acting as the key driver for the deployment of the Digital Customer Service strategy across the EU region
* Project management including the implementation and optimization of Customer Service platforms, as well as the setup of new BPO partners
* Reporting and monitoring of SLAs with local service providers in operational areas, and continuous evaluation and analysis of relevant KPIs
* Optimization, documentation, and governance of scalable customer service processes (e.i. brand communications)
* Operational support to the team

YOUR PROFILE:
* Proven experience in Customer Service Management or Customer Success, ideally with exposure to service providers and international environments, preferably in consumer goods or fashion Industry
* Hands-on experience with Salesforce Service Cloud or any other CRM-tool is a strong advantage
* Proactive, clear communicator experienced in managing and aligning cross-functional stakeholders
* Excellent analytical skills combined with a holistic, structured and conceptual way of working
* High digital affinity including benchmarking know-how
* Strong proficiency in Excel; SAP nice-to-have
* Fluent in English, German is a plus

WE OFFER:
BIRKENSTOCK offers you all the advantages of a successful, fast growing, global company: dynamic work environment, considerable design freedom, authentic and open corporate culture and excellent development opportunities. Sounds exciting? It is. Our Talent Acquisition team is looking forward to receiving your online application!
Please hand in your application in English