Lead Complaint & Quality Management B2B (m/f/d)

As Lead Customer Experience & Complaints Management (m/w/d), you play a key role in the satisfaction of our B2B customers. Together with your team, you solve complex customer concerns, analyze systematically causes and develop improvements that really have impact. You combine operational hands-on mentality with strategic vision and advance the continuous development of our processes and quality standards. You work closely with our CX team and actively position professional complaint management as a strategic lever throughout the company. Your tasks Professional leadership of a specialized team in B2B complaint management as well as coaching and development of team members Hands-on processing of complex customer connections with high escalation level Data-driven analysis of causes of complaints, identification of patterns and derivation of strategic improvement measures Conception and implementation of internal training for customer service teams for professional Complaint handling Ownership for Quality Assurance and Continuous Development of Standards in Operational Day Business Close cooperation with our CX team and active cooperation in cross-functional projects for customer journey optimization Creation of reports, presentation of insights and strategic cooperation with stakeholders in sales, customer service and product

Complete study of economics, social sciences, communication or comparable qualifications 3–5 years of professional experience in Customer Service, Complaint Management or CX Manager:in – ideally with Team Lead Experience Outstanding problem-solving competence, strong quality awareness and passion for sustainable process optimization Experience in the creation of reportings as well as in the stakeholder-oriented communication of analysis results Safe handling of CRM systems (e.g. Salesforce) and ticket systems Project management experience in CX or quality projects of advantage Very good knowledge of German and good knowledge of English in word and writing

For us as a community, it is important that you not only feel comfortable with us, but also outside work. Because your job is to enrich your life. This is why we offer you the following advantages: 31 days holiday + 2 extra days for Christmas and New Year Hybrid working model Occupational pension 24/7 Employee Assistance Program Operational risk life insurance Volunteer days Jobbike In-house Gym In-house Barista Bring your dog to the office Discounted parking, job or Germany ticket Access to the Corporate Benefits Advantage Portal Our mission Same opportunities for everyone - this is important to us! We are convinced that diversity and inclusion are important elements for our success as a global company. That's why we want to win, promote and bind the best talents for us. We look forward to any application, regardless of origin, gender identity, sexual orientation, disability, ethnicity, world view, age, marital status or other characteristics. .