Head of Department, Sales & Marketing – Customer Service

📋 Description

• You will oversee the Customer Service department.

• You will be accountable for all public-facing interactions with customers and associated responsibilities.

• You will offer strong leadership and promote the targeted growth of the department.

• Provide both technical and disciplinary guidance, fostering the development and motivation of employees within your scope of responsibility (m/f/d).

• Develop actions based on the business unit strategy and ensure their execution within the department in line with established KPIs.

• Manage and enhance subprocesses within the comprehensive business workflows in customer service as outlined by the business unit.

• Plan, coordinate, and assume responsibility for operational tasks within these subprocesses, ensuring effective and customer-focused implementation.

• Oversee compliance with the designated budget (personnel and operational costs).

• Keep track of expenditures within the department.

• Facilitate collaboration with other communication and service sectors (e.g., internal communications or passenger information) to ensure cohesive customer communication.

⛳️ Requirements

• A professionally adept and dedicated leader (m/f/d) with several years of relevant professional and significant leadership experience in senior strategic and operational roles in customer service, customer experience, or similar customer-centric organizational units.

• A university degree (Master/Diploma) in a relevant discipline (e.g., Communication Studies, Business Administration with a specialization in Marketing, Sales, Service Management, or similar), or equivalent knowledge and skills gained through several years of relevant professional experience.

• Strong knowledge and experience in customer service.

• Extensive expertise in process management.

• Proven experience in implementing process improvements and change management within complex organizations.

• A solid understanding of the organizational structure, strategic direction, and governance principles of public enterprises.

• Familiarity with relevant legal and organizational frameworks (e.g., PersVG, ArbZG, SGB IX, LGG Berlin, PartIntG), as well as basic knowledge of occupational safety, fire protection, and environmental and health protection.

• Comprehension of corporate strategy, business objectives, and opportunity and risk management.

• Experience with modern service and CRM systems (e.g., Zendesk) and a willingness to embrace digital innovations, particularly in the use of artificial intelligence to enhance service processes.

🏝️ Benefits

• A variety of challenging tasks and innovative projects.

• Flexible working hours, with the possibility of remote work.

• 30 days of annual leave.

• Customized health program featuring an individual health assessment (every 2 years).

• A wide array of training and development opportunities.

• Personal evaluation through 360° feedback.

• Personal travel pass.

• Personal budget for establishing an individual company pension plan.