Account Manager – BPO, Customer Experience
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Job Description
Account Manager in a BPO role focusing on customer experience for e-commerce brands. Responsible for operational excellence and strategic customer relationships within a global team setup.
Responsibilities:
- Übernahme der operativen und strategischen Verantwortung für die Zusammenarbeit mit unseren Kunden und internen Teams
- Betreuung mehrerer Kundenaccounts gleichzeitig
- Aufbau und Pflege langfristiger, vertrauensvoller Kundenbeziehungen
- Steuerung der operativen Performance unserer Customer-Support-Programme
- Sicherstellung und kontinuierliche Verbesserung von KPIs und SLAs
- Verständnis der Geschäftsziele, Markenwerte und Kundenerwartungen unserer Kunden
- Identifikation und Umsetzung von Optimierungspotenzialen in Prozessen und Teams
- Erstellung proaktiver Reportings sowie Ableitung strategischer Handlungsempfehlungen
- Führung und Weiterentwicklung der Team Leads in deinem Verantwortungsbereich
- Betreuung internationaler, mehrsprachiger Teams – von kleinen Spezialistenteams bis hin zu Programmen mit bis zu 80 Mitarbeitenden
- Enge Zusammenarbeit mit internen Fachbereichen zur Sicherstellung einer reibungslosen operativen Umsetzung
- Sicherstellung einer exzellenten Customer Experience sowie einer konsistenten Markenkommunikation
- Verantwortung für das Onboarding neuer Kunden anhand etablierter Implementierungs- und Betriebsprozesse
Requirements:
- Fließende Deutsch- und Englischkenntnisse in Wort und Schrift
- Mehrjährige Erfahrung im BPO-, Contact-Center- oder Customer-Experience-Umfeld
- Sehr gutes Verständnis von Contact-Center-KPIs, SLAs und operativem Reporting
- Erfahrung in der Betreuung mehrerer Kundenaccounts
- Erfahrung in der Führung und Entwicklung von Teams
- Fähigkeit, Team Leads zu führen und operative Prozesse weiterzuentwickeln
- Ausgeprägte Kommunikations- und Stakeholder-Management-Fähigkeiten
- Strukturierte und organisierte Arbeitsweise
- Verständnis für E-Commerce und Customer Experience
- Erfahrung mit CX-Plattformen und Ticketsystemen wie Zendesk, Gorgias, Freshdesk oder vergleichbaren Lösungen
- Sicherer Umgang mit Reportings, Workflows und operativen Prozessen innerhalb von Support-Plattformen
- Fähigkeit, Daten zu analysieren und daraus konkrete Maßnahmen abzuleiten
- Sehr gute Präsentations- und Kommunikationsfähigkeiten
- Proaktive, lösungsorientierte Denkweise
Benefits:
- Viel Gestaltungsspielraum und Eigenverantwortung
- Zusammenarbeit mit internationalen E-Commerce-Marken
- Ein unterstützendes und kollegiales Führungsteam
- Langfristige Entwicklungsmöglichkeiten
- Die Chance, Prozesse, Strategien und Kundenbeziehungen aktiv mitzugestalten
- Ein Unternehmen, das Customer Experience wirklich lebt
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