Head of Customer Service B2C 80-100%

Head of Customer Service B2C (a) 80-100% As part of a succession plan, we are looking for an experienced and entrepreneurially thinking leader. In this key role, you will take over the overall responsibility for Customer Service and significantly shape its strategic and operational development. Your tasks Overall responsibility for the strategic and operational management of Customer Service B2C with over 60 employees Ensuring a stable, efficient day-to-day business across all service channels and continuous optimization of the Customer Journey Building and developing a scalable, automated, and data-driven Omnichannel service organization Controlling relevant KPIs (e.g. customer satisfaction, productivity, service level, complaints) including the implementation of improvement measures Developing service and care concepts to actively increase customer acquisition and retention Close cooperation with COO, CCO as well as internal interfaces and active participation in cross-functional transformation projects Your strengths Several years of leadership experience in large customer service or operations organizations, ideally in a regulated environment Proven experience in transforming and developing service organizations High digital affinity and understanding of automation, CRM, self-service, and AI-driven processes Distinct customer orientation combined with entrepreneurial thinking and cost awareness Communication-strong, empathetic leadership personality with change management competence Very good German language skills as well as very good knowledge of Austrian German are an advantage Apply now For questions, we are available to you by phone. About us With our innovative and effective pharmaceutical solutions, we at Zur Rose do everything to positively influence people's lives. Our team of 500 employees with its headquarters in Frauenfeld pursues the common goal of improving the future of healthcare. Since quality, comfort, and efficiency are particularly important to us, patients can easily and safely take their health into their own hands. Our claim is to predict future requirements in the healthcare system. In the development of our solutions and medicines, we rely on a high level of reliability and efficiency and take care of complex topics so that our customers can lean back and relax. Cross-functional team work is promoted by our corporate culture, so that every team member is equally valued and encouraged to actively participate in the decision-making process. Open communication and empathy are our top priority. We always try to find a common denominator and thus avoid compromises. Our passion at Zur Rose is to positively influence the world. Do you share the same values and want to improve people's lives too? Then we would be happy to welcome you as part of our team. jpid73cecadjm jit0624jm jiy26jm