Senior Customer Experience Manager

This is a fully remote position, open to applicants in Germany, +2 more countries.

📋 Description

• Develop and nurture long-term, trusted relationships with customers while ensuring high levels of satisfaction.

• Act as the main point of contact for clients and manage all service-related inquiries.

• Collaborate on and enhance established services through regular review meetings.

• Gather, organize, and prioritize customer requests (Requests for Change).

• Oversee and coordinate change initiatives, transforming requirements into actionable work packages.

• Assess service quality and SLA adherence, implementing measures for optimization.

• Assist in resolving incidents and proactively handle escalations and conflicts.

• Create and advance risk and quality management processes.

• Manage feedback and complaint processes, continually enhancing the Customer Experience.

⛳️ Requirements

• A completed university degree or commercial training, or a comparable qualification with relevant professional experience.

• Background in customer support, Customer Success, or Service Management, preferably within the IT or energy sectors.

• Familiarity with the utilities industry is a plus.

• Methodical, solution-focused approach with strong organizational abilities.

• Exceptional communication skills, empathy, and confidence when interacting with diverse stakeholders.

• Assertiveness, decisiveness, and a strong sense of accountability.

• High quality awareness and a commitment to continuous improvement.

• Proficient in German, with English skills being an asset.

• Openness to travel.

🏝️ Benefits

• Flexible working hours.

• Option to work remotely.

• 30 days of vacation annually.

• Additional days off on December 24 and 31.

• Bicycle leasing.

• Mental health support program.

• Partnerships with various fitness studios.

• Monthly employer-funded benefits following the probationary period.

• Opportunities for professional and personal development through relevant training programs.

• Employee discounts.

• Monthly tax-free €50 benefit voucher.