A leading, internationally active company in the field of optical and medical technology solutions is looking for a committed individual to join the team as soon as possible. As Project Manager Customer Care (m/f/d), you will be the driving force behind the design and optimization of our international after-sales processes in the demanding direct-to-consumer (D2C) environment, particularly in the future-oriented field of vision correction lenses for extended reality (XR).
Here's what we offer
1. Attractive salary and long-term job security through group affiliation
2. Up to 30 days vacation per year
3. Contribution to company pension scheme after end of probationary period
4. Extensive social benefits, including Christmas and vacation bonuses
5. Reimbursement of travel expenses
6. As a rule, a permanent employment contract
7. Good chances of being taken on by our business partners
8. Tailored further training opportunities and free language courses
9. A wide range of employee benefits
Your tasks
10. Project management: Conception, control and end-to-end management of international D2C after-sales projects from initiation to successful implementation.
11. Process development: Development of robust and customer-oriented processes for remorse returns, warranty cases, product inspections and procedures for investigating customer non-adaptation and remote troubleshooting.
12. Operating model design: Designing and building future-proof target operating models. This includes conducting footprint analysis for D2C Customer Support and Care Centers, analyzing locations for physical product inspection and in-house versus outsourcing analysis.
13. Integration: Ensuring end-to-end process integration for the Replacement Order Flow across all relevant systems.
14. Decision making: Creating and presenting management decision papers and leading meetings to approve processes, IT infrastructure investments, organizational setup and customer policies.
Your profile
15. Qualifications: Completed Master's degree in Business Administration, Supply Chain Management or a comparable relevant field of study.
16. Professional experience: At least 5 years of relevant professional experience.
17. D2C expertise: Proven experience in business development and project management, especially in the D2C consumer goods sector and its specific customer service and after-sales processes.
18. Communication: Excellent communication skills to work confidently with demanding external and internal stakeholders as well as senior management.
19. Methodology: Strong analytical and problem solving skills.
20. Resilience: High resistance to stress and adaptability to dynamic environments and rapidly changing priorities.
21. Language skills: Fluency in English (written and spoken) is mandatory. Additional language skills are a plus.