Head of Customer Service Europe
vor 13 Stunden
At a Glance:
We are excited to offer the role as Head of Customer Service Europe to a strategic and passionate people leader who will lead our European Customer Service teams of 50+ colleagues located in Zurich and Berlin into the future.
With your strategic mindset, your exceptional problem solving skills and your experience in leading teams you lay the foundation for the future growth of the team in an efficient and consumer focused way, keeping our customer service philosophy at heart.
This position is open for the location Zurich or Berlin. We offer a hybrid work model with an equal split of working from the office and working from home. You should be flexible for travel between Berlin & Zurich on occasion (ca 1x per quarter)
Your Team:
You will work in a team where team-spirit is key. The team loves new challenges, delivering happiness and wow-ing our customers is part of their DNA.
Being in direct contact with our customers means we’re able to consistently surprise them with outstanding service. We see problems as challenges and aim to solve them in the most positive way possible. Communication and enthusiasm are key in Customer Service. Dedicated to delivering the wow, we are a passionate team that supports each other, questions the status quo and aims to constantly improve the customer experience. That's why we are called Happiness Deliverers.
Your Mission:
- You set a clear long-term mission (e.g. org-structure, operating model, expansion) for the team and deploy strategies focused towards that mission, keeping our On spirits and values at heart
- You partner with the Operations and Customer Service (CS) leadership ensuring that the team is set up for the future growth to provide best in class customer service across all channels
- You define KPIs, analyze and track relevant success metrics (SLA, CSAT, response time, backlog, phone coverage), identify the business priorities and translate them into actions for your team helping them to further develop and grow, both professionally and personally
- You coach your team on solution-oriented and efficient ways of working in a fast paced and highly demanding environment by leading by example, acting as role model and living the On Spirits
- You support the team to drive automation where it makes sense and to streamline processes to be more efficient. This will allow the team to deliver the WOW as much as possible
- You are involved in the decision making of new hires and responsible for strategically forecasting team future growth
Your Story:
- Proven record of 5+ years of relevant experience in a leadership role in Customer Service incl. experience in leading bigger teams (50+) across multiple locations
- Experienced in hyper-growing and leading high performing teams in an agile environment is a must
- Proactive and inspiring team leader with a diligent, organised and entrepreneurial working method as well as high attention to detail
- Strong understanding of needs and challenges in our industry and of customer service trends
- Natural desire to constantly re-think, question and optimise the way our customer service operation is set up
- Confident communicator across all levels and functions within the company. English skills are a must (C2 required), additional skills such as German are a plus
What we offer:
We offer a dynamic, challenging and sportive environment that has been ranked as the ‘fastest growing sports company’ of its time. With offices across the globe, we are an international team who is hungry to innovate and build something incredible. We foster an active environment where each individual thrives for excellence and can achieve their full potential. This is where your work matters, you’re hands-on and your team members are amongst the very best in their respective disciplines and fields.
LI-MR1
- On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination._
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