Head / Director of Customer Service (m/w/d)

Confidential Search – Director Customer Experience (Berlin)

Turnover Recruitment has partnered with an established E-Commerce player based in Berlin's western district and is seeking a Director Customer Experience.

Tasks

Responsibility for the Customer-Experience team and the development of processes, tooling, and automation. Focus on operational leadership, data-driven steering, and the use of AI-supported CX tools.

What you should bring:

• Multiple years of experience in a CX or customer operations leadership role, ideally in an E-Commerce-, DTC-, or subscription-based environment
• Hands-on working style combined with strategic thinking
• Experience with data-driven, technology-supported CX setups
• Fluent German and English

Process: The position will be confidentially filled. Further information about the company and role is available in a personal conversation and after signing an NDA.

Qualification

• Office in Berlin's western district, 4 days of office presence per week desired
• Open to established Director profiles as well as Head-of candidates on the verge of their first Director role

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