B2C Customer Excellence Manager (m/f/d)

Festanstellung, Vollzeit · München

Your mission

As the B2C Customer Excellence Manager, your mission is to lead a dynamic transformation in individual customer satisfaction. Utilizing data-driven strategies, you'll streamline workflows, optimize customer support processes, and champion a culture of continuous improvement. Your expertise will set new benchmarks in customer excellence for Carly's customers, enhancing their journey overall.

Your responsibilities

Collaborate with various internal teams, including Marketing and Automotive, to foster a seamless and efficient workflow, ensuring an elevated experience for Carly users.
Utilize data-driven insights to make well-informed decisions, constantly evaluating the customer experience against established benchmarks to improve our B2C service offering.
Develop and execute strategies to reduce costs in customer service processes while maintaining a close oversight of all customer-related communication, especially in advanced technical support, internal and external.
Proactively identify and address potential customer satisfaction risks to safeguard and enhance performance and reputation in the B2C space.
Diligently maintain records and deliver comprehensive reports to lead management concerning customer excellence changes and advancements.
Assume responsibility for customer-centric processes, employing technology quality key performance indicators (KPIs) to enhance the overall experience for consumers and end users.

Your profile

You have 2+ years of proven experience in a Customer Success / Excellence or Customer Operations role, preferably in a B2C setting.
You enjoy providing valuable feedback to your team, adjusting your work based on quarterly feedback, and actively pursuing additional insights for personal and team development.
You excel at managing a busy workload, supporting and guiding team members to ensure smooth workflows for our customers.
You take an active role in projects, guide your peers, and eagerly tackle problems, always seeking ways to improve and grow.
You are a team player who respects and contributes to fostering a positive work environment while agilely handling challenges.
You are fluent in English; German is a nice-to-have.

Why us?

An inclusive company culture and extremely motivated people
High impact and responsibility in a very successful and fast-growing company and brand
Strong management team with proven track record in successful startups to learn from
A competitive compensation and 100% fully supported company equipment
A high learning curve with all the possibilities for personal growth and professional development
No walls, no limits, no bureaucracy just unlimited potential
The nicest and most international team in the stylish brand-new office, in the heart of Munich with an amazing view on the Alps
To learn more about our vibrant company culture feel free to visit our Career & Culture page.

Auf diese Stelle bewerben

About us

Carly is a cartech company improving car repair and maintenance for millions of car fans worldwide. We provide curated repair and maintenance knowledge and package it in a suitable format. With the help of our product, our customers receive actionable advice. They can then cover a large part of their repair and maintenance on their own, placing them back in control over their vehicles.

While we have been steadily growing and providing new services to our customers over the past years, there is still so much to do, and you can help us achieve it. So join us in our central Munich offices and help us bring joy to more car fans worldwide.

What is Carly's purpose?
Carly pairs real-time data with mechanical expertise to improve car fans' repair and maintenance experiences. Our aim is to Share Knowledge, Deliver Relevance and Provide Joy to car fans and people with car issues.

What is Carly's vision?

We want to be top of mind for car fans regarding repair and maintenance.

Be a part of our driven team and conquer the automotive world with us!

Auf diese Stelle bewerben

Wir freuen uns auf Sie!

Wir freuen uns über Ihr Interesse an der Demo Daten GmbH. Bitte füllen Sie das folgende kurze Formular aus. Sollten Sie Schwierigkeiten mit dem Upload Ihrer Daten haben, wende Sie sich gerne per Email an demodaten@demo.de.