What you can expect
- You take end-to-end ownership of the commercial performance of the customer service channel, define and anchor its role within the commercial funnel (e.g. conversion, retention, recovery), and shape the holistic performance model.
- You derive strategic priorities for the customer service channel and actively contribute them to the overarching commercial excellence agenda, including the definition, prioritization, and tracking of concrete business impact initiatives.
- You translate identified gaps into clear, prioritized requirements for capability pillars such as analytics, pricing, go-to-market, tooling, and enablement.
- You develop and manage a channel-specific, cross-functional roadmap to implement the defined requirements.
- You define and continuously evolve KPI frameworks to steer conversion, productivity, and efficiency.
- You ensure that delivered solutions are translated into scalable processes, KPIs, and ways of working, and are successfully implemented in customer service.
- You establish clear performance governance structures, including KPIs, cadences, and review formats, to sustainably steer the channel.
- You align and manage relevant stakeholders across functions to ensure consistent and effective execution.
What makes you stand out
- You bring strong experience in steering commercial functions at a strategic level and have a proven track record of delivering measurable business impact.
- You demonstrate a deep understanding of customer service as a commercial channel, including funnel logic and conversion mechanics, ideally supported by several years of hands-on leadership experience in the CS environment (approx. 5–8 years in management).
- You stand out through strong analytical capabilities and have experience in building and evolving KPI and performance frameworks.
- You have experience in developing and managing channel-specific roadmaps within cross-functional environments.
- You are familiar with CRM systems, service tools, and data-driven system landscapes and use them effectively to steer performance.
- You bring experience working in complex matrix organizations and are skilled at leading through influence without formal line management authority.
- You bring solid experience in productivity and efficiency models such as workforce management or cost-to-serve and apply them effectively to optimize performance.
- You have gained experience in commercial transformation initiatives and actively shape the introduction of new ways of working.
- You are familiar with quality improvement methodologies such as Six Sigma or comparable approaches and leverage them to sustainably enhance quality and efficiency.
We are looking forward to your application and to applicants who enrich our diverse culture! Regardless of age, gender, origin and sexual identity and orientation. Severely disabled applicants will be given preference if equally qualified. This position can be full-time or part-time (min. 30h/week). DKV Mobility is looking for the best talents and knows that these are not always available on a full-time basis. Many of our employees work part-time or in flexible working models. Please talk to us about the flexibility you need during the application process.
Why DKV Mobility? Here are five good reasons...
At DKV Mobility, we are team players - because we are only successful together! #teamofteams
You should feel welcome with us from the very beginning!
We've been growing for about 90 years
How we do it? We keep adapting our products and business model to meet changing customer needs. That's how we stay mobile and master every challenge the future holds.
There are also many other good reasons to work at DKV Mobility. For example, we offer you comprehensive company health management, parent-child offices (from 2023) and support you in leasing your eBike through our partner Jobrad!
We attach great importance to work-life balance.
We stand for the compatibility of family and career! That's why we offer flexible working hours and family-friendly working time models. In addition, we rely on a balanced mix of on-site meetings and home office.
We support you in your development
We offer you optimal conditions to familiarize yourself so that you can quickly find your way around and become a part of the team! To further your personal development, we offer you access to a modern learning environment - independent of time and location. This way you can also face the challenges of tomorrow!
We are committed to a net-zero future
After reaching our Green Pledge climate target in 2023 by reducing carbon emissions in our own business operations by 50.4% compared to the base year 2019, we set ourselves ambitious net-zero climate targets. The targets have been validated by the Science Based Targets initiative. By 2050, DKV Mobility commits to reach net-zero greenhouse gas emissions across the value chain from a 2022 base year. You want to take climate action? Follow us on our road to net-zero.
We are a certified employer
Our employees trust us. As an employer, we regularly receive awards from independent institutes, e.g. as Top Employer Germany and as Great Place to Work!
